Director, Claims Operations - Property Express (Colorado/Phoenix)

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Director, Claims Operations, you will lead and be accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results. Responsible for leading execution change management, claims strategies, leader development and technology adoption. Drive execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams.

In this role, you will be responsible for leading an Express team of Property Adjusters (moderate complexity claims), handling primarily non-CAT wind, exterior structure losses, sump pump.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: Colorado Springs, CO, or Phoenix, AZ. Relocation assistance is not available for this position.

What you'll do:

• Select, develop, lead and hold managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams.
• Consistently coach managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to issues.
• Responsible for achievement of assigned goals, objectives and scorecard deliverables.
• Plan, organize, and control the resources to deliver the appropriate claims service.
• Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act.
• Provide guidance on technical matters, monitor claims reserves and extend settlement authority.
• Responsible for service, loss control, and loss adjustment expense.
• Identify trends and develop action plans as appropriate.
• Understand, research, and work to influence the financial impact for their respective business area.
• Encourage a high performance team that works to deliver exceptional experiences to the members and achieve outstanding results.
• Build conditions for success removes obstacles, leads and champions change.
• Ensure risks associated with business activities are efficiently identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8 years of progressive customer service, operational, military or leadership experience to include a minimum 6 years of P&C experience with 4 of those years in claims required with demonstrated proficiency.
• 3 years of direct team lead or management experience.
• Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities.
• Experience using, interpreting, solutioning and leading with data.

What sets you apart:

• 4 years Property Claims Leadership experience
• Experience handling moderate complexity claims, handling primarily non-CAT wind, exterior structure losses, sump pump.
• Experience leading a team of 100 or more
• Demonstrated ability to perform critical review of property estimates (emphasis on damage evaluation proficiency for roof/exterior losses)

• Demonstrated ability to analyze contractual policy provisions in a multi-state environment to provide appropriate guidance and settlement authority
• Demonstrated proficiency with the Xactimate estimating platform
• Completed Bachelor’s Degree
• Completed Master’s Degree or Completed Insurance or Process Engineering Designations (CPCU, SCLA, PCLA)
• Demonstrated ability to effectively lead through strategic & organizational changes delivering intended results and outcomes
• Demonstrated ability to inspire/motivate, develop employees, coach effectively and promote talent
• US military experience through military service or a military spouse/domestic partner
• Ability to work a flexible schedule, at times with extended hours in support of operational claims teams

Compensation range: The salary range for this position is: $143,320- $265,950.