Executive Director, Claims Operations

$163,880 - $294,980/Yr

USAA - San Antonio, TX

Full-time - Senior

San Antonio, TX

Credit Intermediation and Related Activities

About the position

The position is responsible for leading and managing auto, property, and other claims teams to achieve operational business results at scale. This role focuses on member service, expense control, employee engagement, quality assurance, and compliance across multiple teams. The individual will influence and execute claims strategies, drive process improvements, and ensure effective risk management while leading diverse teams across various locations.

Responsibilities

• Influences and supports operations strategy, goals, and objectives in alignment with Claims Strategy.
• Accountable for claims servicing solutions across process, 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 a high-performing team to deliver exceptional member experiences and achieve results.
• Hires, develops, and coaches claims leaders for effective results delivery.
• Identifies and controls risks associated with business activities in compliance with policies.

Requirements

• Bachelor's degree or 4 years of related experience may substitute for 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 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 technologies (NICE WFM, speech analytics, etc.).
• Experience with budgeting and forecasting in a contact center environment.
• Experience developing training and quality assurance programs in a contact center.

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.