Director, Claims Operations – Field CAT Team

USAA

Director of Claims Operations at USAA overseeing auto and property claims teams. Leading strategies, compliance, and performance initiatives to deliver exceptional service and results.

Posted 6/19/2026full-timeTampa • Virginia • 🇺🇸 United StatesLead💰 $143,320 - $273,930 per yearWebsite

About the role

Key responsibilities & impact

Manages and is accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results
Responsible for leading execution change management, claims strategies, leader development and technology adoption
Drives execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams
Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams
Consistently coaches managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations
Responsible for achievement of assigned goals, objectives and scorecard deliverables
Plans, organizes, and controls the resources to deliver the appropriate claims service
Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act
Provides guidance on technical matters, monitors claims reserves and extends settlement authority
Responsible for service, loss control, and loss adjustment expense
Identifies trends and develops action plans as appropriate
Understands, researches, and works to influence the financial impact for their respective business area
Inspires a high performance team that works to deliver exceptional experiences to the members and achieve exceptional results
Creates conditions for success removes obstacles, leads and champions change
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
8 years of progressive customer service, operational, military or leadership experience to include a minimum 6 years of P&C experience with 4 of those years in claims required with demonstrated proficiency
3 years of direct team lead or management experience
Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities
Experience using, interpreting, solutioning and leading with data

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

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Applicant Tracking System Keywords

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

Hard Skills & Tools

claims managementoperational risk managementregulatory compliancedata interpretationclaims strategieschange managementquality inspectionloss controlsettlement authoritybusiness solutions

Soft Skills

team leadershipcross-functional collaborationcoachinginfluencingproblem-solvingcommunicationorganizational skillsperformance managementstrategic planninginspiration

Certifications

Bachelor's degree