Hybrid Claims Operations Manager

usaa; Virginia (MN); On-site; USD 103,000 - 186,000; Full time

Job summary

USAA is seeking a Manager, Claims Operations to lead auto and other claims operations, coach staff, and drive process improvements. The role is based in Chesapeake, VA with a hybrid/office presence four days a week.

The incumbent will oversee quality reviews, staff development, and risk/compliance adherence while aligning with enterprise strategies. Requires a Bachelor's degree or 4 years of related experience, 6 years in customer service/operations with 2 years in leadership, data-driven

Qualifications

• Bachelor's degree or 4 years of related experience may substitute in lieu of degree.
• 6 years of progressive customer service, operational, military or leadership experience including 2 years of claims handling.
• 2 years of direct team lead, supervisory or management experience.
• Experience using and interpreting data to make decisions.
• Acquisition and maintenance of applicable insurance adjuster license within 6 months in role.

Responsibilities

• Inspects and reviews quality of claim files and provides feedback to employees.
• Coaches and drives awareness so employees understand contributions to claims and Enterprise strategies.
• Identifies opportunities to improve operational effectiveness and processes.
• Creates conditions for success, removes obstacles, leads and champions change.
• Manages workload volumes, staffing, training needs, and implements solutions.
• Monitors work to ensure process adherence and guideline compliance.
• Handles escalations and makes policy-based decisions.
• Guides employees through skill development for career progression.
• Hires, develops, and coaches claims employees for results delivery.
• Coaches on claims handling to improve processes and engagement.
• Ensures risks are identified, measured, and controlled per policies.

Skills

Leadership

Coaching

Data-driven decisions

People management

Education

Bachelor's degree or 4 years related experience

Job description

USAA is seeking a Manager, Claims Operations to lead auto and other claims operations, coach staff, and drive process improvements. The role is based in Chesapeake, VA with a hybrid/office presence four days a week.

The incumbent will oversee quality reviews, staff development, and risk/compliance adherence while aligning with enterprise strategies. Requires a Bachelor's degree or 4 years of related experience, 6 years in customer service/operations with 2 years in leadership, data-driven