Manager, Claims Operations (Field)

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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

About the role

We are seeking a Manager, Claims Operations, to lead a team of Auto Physical Damage (APD) Field Appraisers and Total Loss Evaluators in the Los Angeles, CA Area. This role manages and is accountable for auto operations member service employees who serve our members by investigating, evaluating, and negotiating claims. This is a remote/field-based role in the Los Angeles, CA area. Candidates must be willing and able to work in the San Fernando Valley, CA region, including Burbank, Beverly Hills, Van Nuys, Thousand Oaks, Oxnard, Santa Barbara, and North Hollywood. Relocation assistance is not available for this position.

USAA provides a company vehicle to physically inspect losses within your assigned territory. Claims Operations Managers may travel outside of their local territory to respond to claims in other regions when needed.

Responsibilities

• Inspects and reviews quality of claim files and provide feedback to employees as appropriate.
• Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
• Proactively identifies opportunities to improve operational effectiveness, member experiences, and processes, providing feedback to internal partners.
• Creates conditions for success, removes obstacles, leads, and champions change.
• Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
• Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.
• Handles escalations and makes appropriate decisions based on the policy.
• Facilitates and guides employees through skill identification and development for career progression.
• Supports projects by serving as a subject matter expert.
• Hires, develops, and coaches claims employees for results delivery.
• Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement.
• Ensures 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 relevant education and/or experience.
• 6 years of progressive customer service, operational, military, or leadership experience, including a minimum of 2 years of claims handling experience with demonstrated proficiency.
• 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 in the role.

Qualifications

• Auto Physical Damage experience, preferably for a larger, established insurance carrier with a field team.
• Experience in the automotive repair industry.
• History of developing and coaching a high-performing team.
• Experience building and growing a new team, with the ability to establish processes and influence team success.
• Prior Casualty or Liability Claims experience.
• Advanced knowledge of auto claims contracts and interpretation of case law.
• Strong negotiation, investigation, and adjudication skills.
• Good computer skills, including working knowledge of CCC One estimating platforms, Total Loss evaluation systems, and Excel spreadsheets.
• Currently possess, or have the ability to acquire and maintain, I-CAR Platinum class status.
• US military experience gained through military service or as a military spouse/domestic partner.

Pay

The salary range for this position is $122,650 - $220,770. USAA does not provide visa sponsorship for this role.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) and pension plans.
• Life insurance.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education to assist with professional goals.