Executive Director, Claims Operations

$163,880 - $294,980/Yr

USAA - Phoenix, AZ

Full-time - Executive

Phoenix, AZ

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Executive Director of Claims Operations at USAA is responsible for overseeing auto, property, and other claims teams to ensure operational business results are achieved at scale. This role focuses on member service, expense control, employee engagement, quality assurance, and compliance across multiple teams. The position involves executing and influencing claims strategies, leading diverse teams across various locations, and driving process improvements to enhance efficiency and regulatory adherence.

Responsibilities

• Influences and supports operations strategy, goals, and objectives in alignment with Claims Strategy.
• Accountable for claims servicing solutions across processes, technology, workforce, and analytics.
• Provides guidance on workload prioritization and operational controls for member and non-member contact staffing.
• Monitors quality and costs of independent appraisers, adjusters, and alliance partners according to established guidelines.
• Leverages internal partnerships to achieve shared accountabilities and operational success.
• Responsible for leadership, communication, and employee engagement in business initiatives.
• Inspires high-performing teams to deliver exceptional member experiences and achieve results.
• Hires, develops, and coaches claims leaders to ensure effective results delivery.
• Identifies and manages risks associated with business activities in compliance with 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 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 operational excellence.

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 technologies (e.g., NICE WFM, speech analytics).
• Experience in 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.