Executive Director, Claims Contact Center Operations

$163,880 - $294,980/Yr

USAA - Phoenix, AZ

Full-time - Senior

Phoenix, AZ

10,001+ employees

Credit Intermediation and Related Activities

About the position

The position is responsible for leading claims teams in delivering operational business results at scale, focusing on member service, expense control, employee engagement, quality, operational risk, and compliance. The role involves executing and influencing claims strategies, managing diverse teams across multiple locations, and driving process improvements to enhance efficiency and compliance.

Responsibilities

• Influences and supports operations strategy, goals, and objectives in alignment with Claims Strategy.
• Accountable for claims servicing solutions across various processes and technologies.
• Provides guidance on workload prioritization and operational controls for member and non-member contact staffing.
• Extends settlement authority and provides technical guidance within the assigned process.
• Monitors quality and costs of independent appraisers, adjusters, and alliance partners.
• Leverages internal partnerships to achieve shared accountabilities.
• Responsible for leadership, communication, and employee engagement initiatives.
• Inspires a high-performing team to deliver exceptional member experiences and achieve results.
• Hires, develops, and coaches claims leaders for effective results delivery.
• Identifies and manages risks associated with business activities in accordance with compliance policies.

Requirements

• Bachelor's degree or 4 years of related experience in lieu of a degree.
• 10 years of progressive customer service, operational, military, or leadership experience, including 6 years of P&C proficiency.
• 4 years of people leadership experience in managing high-performing teams.
• Demonstrated ability to lead through change and drive business results.
• Proven leadership and ability to influence at all management levels.
• Strong communication skills, both oral and written, to executive leadership.
• Knowledge of compliance with Department of Insurance and Fair Claims Practices regulations.
• Business and technical acumen in claims handling processes and risk management.

Nice-to-haves

• 7+ years of P&C Claims experience in operational Auto or Property leadership roles.
• Experience leading large-scale, multi-site contact center operations (500+ employees).
• Understanding of contact center strategies and technology (NICE WFM, speech analytics, etc.).
• Experience with workforce planning and management practices in contact centers.
• Experience developing training and quality assurance programs in a contact center environment.
• Strong analytical skills to improve contact center effectiveness.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) and pension plans.
• Life insurance and parental benefits.
• Adoption assistance and paid time off including holidays and volunteer hours.
• Various wellness programs and career path planning for professional development.