Claims Operations Director

7 days ago


Phoenix, Arizona, United States USAA Full time
Job Description

At USAA, we're seeking an experienced leader to oversee our claims operations. As Executive Director, Claims Contact Center Operations, you'll be responsible for driving business results and delivering operational excellence across multiple teams.

Key Responsibilities
  • Lead auto and property claims teams to achieve operational business results at scale.
  • Develop and execute strategies to improve member service, reduce costs, and enhance employee engagement.
  • Monitor and control operational risk and compliance across multiple locations.
  • Drive process improvements to increase efficiency, effectiveness, and regulatory adherence.
  • Collaborate with cross-functional teams to achieve shared accountabilities.
  • Develop and coach claims leaders to deliver results.
  • Ensure risks associated with business activities are effectively identified, measured, and controlled.
Requirements
  • Bachelor's degree and 4 years of people leadership experience in building, managing, and developing high-performing teams.
  • 7+ years of P&C Claims experience, including operational auto or property leadership roles.
  • Proven background in leading large-scale, multi-site contact center operations (500+ employees).
  • Strong technical aptitude and experience with workforce planning and management practices.
  • US military experience through military service or a military spouse/domestic partner.
What We Offer

USAA offers a competitive salary, comprehensive benefits, and a Long Term Incentive Plan. Our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.



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