Operations Manager

Job Summary:

USAA is seeking a Manager, Claims Operations to oversee a team handling auto claims. This role involves leading employees responsible for claim investigations, evaluations, and negotiations while ensuring excellent service for members. The manager will provide coaching, drive process improvements, and ensure compliance with regulatory policies.

Responsibilities:

• Oversee claims handling operations, ensuring quality and efficiency in investigations and settlements.
• Provide coaching and development for employees to enhance performance and engagement.
• Analyze and improve claims processes, offering feedback to internal teams.
• Lead change initiatives and remove obstacles to improve operations.
• Manage staffing, workload distribution, and training requirements.
• Ensure consistent application of policies and compliance with regulations.
• Address complex claims issues and make informed decisions based on policy guidelines.
• Guide employees in career growth and professional development.
• Support organizational projects as a subject matter expert.
• Hire, train, and mentor claims employees to achieve business objectives.

Qualifications and Experience:

• Bachelor’s degree or four years of relevant experience in lieu of a degree.
• Six years of experience in customer service, operations, military service, or leadership.
• At least two years of auto claims handling experience.
• Minimum two years of direct supervisory or management experience.
• Experience in data-driven decision-making.
• Strong leadership, customer service, and claims management skills.
• Ability to obtain an insurance adjuster license within six months of hire.

Preferred Qualifications:

• Current experience as a Claims Manager or Supervisor.
• Two or more years of leadership experience.
• Experience handling complex auto coverage and liability claims.
• Expertise in physical damage claims and total loss handling.
• Track record of coaching adjusters for professional growth.
• Master’s degree or CPCU designation.
• Active adjuster license.
• Military service experience or military spouse/domestic partner status.

Salary:

• Pay range: $103,450 - $186,210 (varies by location and experience).
• Performance-based incentives may be available.

Benefits:

• Comprehensive medical, dental, and vision plans.
• 401(k) with company contributions and pension plan.
• Life insurance and parental benefits.
• Paid time off, holidays, and volunteer hours.
• Professional development and continuing education support.

About Company:

USAA is dedicated to supporting military members and their families with competitive financial products and trusted advice. Our core values of honesty, integrity, loyalty, and service guide our mission. Join us to be part of a team committed to making a meaningful impact.