Director of Claims Operations & Strategy

USAA Life Insurance Company; San Antonio (TX); Hybrid; USD 143,000 - 258,000; Full time

Benefits offered by this job

Hybrid/remote flexibility for eligible

Career development opportunities

Job summary

USAA is seeking a Director of Claims Operations in San Antonio, TX to lead auto and property claims teams delivering exceptional member service. The role demands executive-level leadership, change management and strong data-driven decision making within a regulated environment.

You will drive strategic execution, coach managers, ensure regulatory compliance, and optimize resources to achieve scorecard goals while fostering a high-performance culture and inclusivity.

Qualifications

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 8 years of progressive customer service, operational, military or leadership experience to include a minimum 6 years of P&C experience with 4 of those years in claims required with demonstrated proficiency.
• 3 years of direct team lead or management experience.
• Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.
• Experience using, interpreting, solutioning and leading with data.

Responsibilities

• Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams.
• Consistently coaches managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations.
• Responsible for achievement of assigned goals, objectives and scorecard deliverables.
• Plans, organizes, and controls the resources to deliver the appropriate claims service.
• Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.
• Provides guidance on technical matters, monitors claims reserves and extends settlement authority.
• Responsible for service, loss control, and loss adjustment expense.
• Identifies trends and develops action plans as appropriate.
• Understands, researches, and works to influence the financial impact for their respective business area.
• Inspires a high performance team that works to deliver exceptional experiences to the members and achieve exceptional results.
• Creates conditions for success removes obstacles, leads and champions change.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Skills

Leadership

Data analysis

Team management

P&C knowledge

Education

Bachelor's degree

Job description

USAA is seeking a Director of Claims Operations in San Antonio, TX to lead auto and property claims teams delivering exceptional member service. The role demands executive-level leadership, change management and strong data-driven decision making within a regulated environment.

You will drive strategic execution, coach managers, ensure regulatory compliance, and optimize resources to achieve scorecard goals while fostering a high-performance culture and inclusivity.