Manager, Claims Operations – Auto Claims Complex

USAA

Manager, Claims Operations improving team performance in Auto Claims at USAA. Monitoring claims processes, driving accountability, and leading operational excellence while fostering a supportive work environment.

Posted 7/18/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $103,450 - $186,210 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in claims handling, operational effectiveness, and employee development while ensuring compliance with risk management policies. Proven ability to lead teams, drive change, and enhance member experiences through effective coaching and feedback.

Highest-signal resume keywords

Claims Handling ExperienceLeadership ExperienceData Interpretation SkillsCoaching and DevelopmentRisk Management Compliance

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

Claims ProcessingOperational EffectivenessData AnalysisProcess ImprovementPerformance Monitoring

Soft Skills

CoachingCommunicationProblem-SolvingTeam LeadershipInitiative

Certifications & Qualifications

Insurance Adjuster License

Industry Keywords

Customer ServiceClaims ManagementOperational StrategyRisk ComplianceEmployee Development

About the role

Key responsibilities & impact

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 developing 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

What you’ll need

Bachelor’s Degree; OR 4 years of relevant education and/or experience
6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required 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 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