Manager, Claims Operations

USAA

Manager of Claims Operations overseeing team performance and guiding claims processes at USAA. Responsible for coaching, operational excellence, and driving member experience improvements.

Posted 5/16/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $103,450 - $186,210 per yearWebsite

Tech Stack

Tools & technologies

Guidewire

About the role

Key responsibilities & impact

Monitor and improve team performance through reporting and adherence to MSR metrics.
Guide teams on claims processes and systems, including familiarity with Guidewire, Claims Center.
Proactively identify opportunities to improve operational effectiveness, member experiences and processes.
Create conditions for success by removing obstacles and leading change.
Manage workload volumes, staffing, training needs, and implement appropriate solutions.
Ongoing monitoring of work to ensure consistent execution of processes.
Handle escalations and make decisions based on policy.
Facilitate and guide employees through skill identification and developing for career progression.
Support projects by serving as a subject matter expert.
Hire, develop, and coach claims employees for results delivery.

Requirements

What you’ll need

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.
Minimum 6 years’ progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.
Minimum 2 years’ 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’ time in role.

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

claims handlingdata interpretationoperational effectivenessreportingMSR metricsworkload managementstaffingtrainingproblem-solvingdecision-making

Soft Skills

leadershipinitiativecustomer servicecoachingteam managementcommunicationchange managementemployee developmentperformance monitoringobstacle removal

Certifications

insurance adjuster license