Manager, Claims Operations - Property Claims

About the role

At USAA, our mission is to empower members to achieve financial security through highly competitive products, exceptional service, and trusted advice. We strive to be the #1 choice for the military community and their families, guided by core values of honesty, integrity, loyalty, and service. The role offers a flexible work environment requiring office presence four days per week, with possible remote or hybrid flexibility for active‑duty military spouses. Positions may be based in San Antonio, TX; Phoenix, AZ; Colorado Springs, CO; Tampa, FL; or Chesapeake, VA. Relocation assistance is not available for this position.

Responsibilities

• Inspects and reviews quality of property 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 by removing obstacles, leading and championing 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 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 of starting the role.

Skills

• 5 years of property claims experience handling moderate severity Homeowners or Dwelling claims.
• Experience handling water loss claims.
• Knowledge of property claims contracts and interpretation of case law.
• Residential construction experience.
• Knowledge of Xactimate, XactAnalysis, and XactContents.
• Experience handling catastrophe claims.
• CPCU or other insurance industry designation.
• Current or prior L4A participant.
• US military experience gained through military service or as a military spouse/domestic partner.

Pay

The salary range for this position is: $103,450 - $186,210. USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits

At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.

• 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
• Various wellness programs
• Career path planning and continuing education assists employees with their professional goals

Schedule

Flexible work environment requiring office presence 4 days per week; remote or hybrid flexibility may be available for active‑duty military spouses consistent with applicable policy and business needs.