Manager, Claims Operations
About the role
USAA's mission is to empower members to achieve financial security through highly competitive products, exceptional service and trusted advice. The company seeks to be the #1 choice for the military community and their families, guided by core values of honesty, integrity, loyalty and service. USAA supports active‑duty military spouses and may offer remote or hybrid flexibility consistent with policy and business needs. As a Manager, Claims Operations you will lead property and other claims operations team members, drive process improvements, ensure compliance, and manage operational risk.
Responsibilities
- Inspect and review quality of claim files and provide feedback to employees as appropriate.
- Provide ongoing coaching and drive awareness so employees understand how their work supports overall claims and Enterprise strategies.
- Proactively identify opportunities to improve operational effectiveness, member experiences and processes, providing feedback to internal partners.
- Build conditions for success, remove obstacles, lead and champion change.
- Achieve optimal productivity by leading workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
- Monitor work to ensure consistent execution of processes and adherence to guidelines and frameworks.
- Handle escalations and make appropriate decisions based on policy.
- Facilitate and guide employees through skill identification and development for career progression.
- Support projects by serving as a subject matter expert.
- Hire, develop, and coach claims employees for results delivery.
- Consistently coach employees on claims handling and find opportunities to improve overall process and engagement.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- Bachelor’s degree OR 4 years of related experience may be substituted.
- 6 years of progressive customer service, operational, military or leadership experience, including a minimum of 5 years of claims handling experience.
- 2 years of direct team lead, supervisory or management experience.
- Experience using and interpreting data to make decisions.
- Demonstrated leadership, initiative, customer service and/or claims handling skills.
- Acquisition and maintenance of applicable insurance adjuster license within 6 months of hire.
- Ability to work weekends and overtime if needed.
- Ability to travel up to 25% of the time.
USAA does not provide visa sponsorship for this role. Please do not apply if you will need immigration support (e.g., H‑1B, TN, STEM OPT).
Skills
- Technical proficiency in Property Field complex claims.
- Experience handling catastrophe claims and ability to deploy on future catastrophes.
- Advanced knowledge of Xactimate, Xactanalysis, Xact Contents, and Claims Xperience, including virtual estimating tools, auditing and improving estimate accuracy for a team of adjusters.
- CPCU or other insurance industry designation.
Pay
The salary range for this position is $103,450‑$197,730. Compensation is based on experience, market data, and location; employees may be eligible for pay incentives based on corporate and individual performance.
Benefits
USAA offers best‑in‑class benefits including comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Career path planning and continuing education are also available.
Schedule
This role is remote eligible in the continental U.S. with occasional business travel. Individuals residing within a 60‑mile radius of a USAA office are expected to work on‑site 4 days per week. The position may require up to 25% travel and the ability to work weekends and overtime if needed.