AVP, Claims Litigation Operations

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

Accountable for teams handling complex auto and property litigation to deliver operational litigation results at scale. Responsible for member service, paying what we owe, controlling legal expenses, employee engagement, quality, operational risk and compliance across multiple operational areas. Sets operational goals and measures to achieve overall claims litigation targets. Designs and implements claim’s strategies supporting enterprise objectives. Collaborates and influences P&C strategies coordinating with peers to affect P&C mission objectives. Responsible for identifying and advancing broad strategic improvements to the litigation operation including efficiency, effectiveness, compliance and regulatory adherence. Sponsors and shapes large transformational efforts across Operational areas.

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: Phoenix, AZ or San Antonio, TX.

• Provides executive leadership guidance on technical matters and extends litigation settlement authority within their process (or as delegated).
• Identifies and evaluates internal and external issues of strategic importance to the litigation landscape.
• Demonstrates executive-level thought leadership, strategy development, and financial and operational planning.
• Leads broad functional Litigation, Claims and P&C projects and may serve as an executive sponsor for projects.
• Oversees the development and implementation of functional policies, procedures and guidelines.
• Identifies opportunities and facilitates major improvements to processes and systems and works with internal partners to accomplish shared accountabilities.
• Engages with and represents USAA with external law firms and other partners as appropriate.
• Collaborates with internal partners to establish appropriate controls within operational litigation area.
• Responsible for organizational leadership, communication, employee engagement and coordination of business and Enterprise initiatives.
• Influences and executes claims litigation servicing solutions across process, technology, workforce, third party, and/or analytics in support of P&C product competitiveness.
• Influences and executes claims litigation strategy, plan, goals and objectives in support of Claims Strategy.
• Inspires a high performing team to deliver exceptional experiences to the members, engaged employees and achieve exceptional results.
• Hires, develops, and coaches claims leaders for results delivery.
• Ensures risks associated with business activities are effectively identified, measured, monitored, 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.
• 10 years of progressive customer service, operational, legal or military experience to include a minimum of 8 years of demonstrated insurance litigation proficiency and experience.
• 6 years of people leadership experience in building, managing and/or developing high-performing teams required.
• Experience in developing legal service delivery solutions to include building a business case for change, creating influence and delivering results.
• Executive-level business and technical acumen in the areas of effective claims litigation handling processes, claims risk and compliance, law firm vendor management, integrated change management and front-line communications leading to operational excellence.

What sets you apart:

• Management experience overseeing a distributed office and/or remote workforce
• Jurisdictional knowledge and experience managing litigation Countrywide, with focused experience on California, Nevada, and Washington and the Western U.S.
• Claims Operational experience, to include leading teams handling complex litigation,  implementation of aggressive litigation management strategies, and proficiency in creating and managing strong trial strategies.
• Business analytics experience and/or experience working with data and metrics to manage the work and drive results.<