USAA

Business Operations

• plan, direct, and coordinate activities for complex processes
• Understand process operating objectives, business rules, performance requirements, risks, and controls
• support alignment of process to overall experience strategy and vision
• Develop and implement strategic customer specific business process program plans
• Manage the performance of processes by developing control limits, monitoring key performance indicators
• Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks
• Develop communication plans for customers and internal stakeholders
• Utilize reporting, data, and analytics to measure process and project performance
• Stay current with emerging technologies to lead continuous process improvement efforts
• Lead solution development including business case and benefits substantiation
• Provide mentorship and guidance support for team and applicable business partners

Senior Business Process Owner – P&C Claims Litigations

Technical Product Manager

• working across the entire end-to-end member experience for USAA’s Investment business
• develop and enhance differentiating customer service experiences spanning multiple platforms
• designing and developing new automated chat responses, new IVR responses, voice-to-chat solutions and other capabilities that span a suite of member-communications across channels
• partnering with cross-functional team members for USAA’s investment business
• building and executing the new experiences, on time and within budget
• managing the Digital Processes for specific value streams within the ISCO portfolio
• facilitating the discovery, delivery, and performance of digital and technology products and their experiences for USAA and its members
• collaborating with internal stakeholders and partners to tackle complex and challenging problems
• optimizing and improving existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs)

Senior Digital Product Manager – Investment Services

Benefits Advisor

• applies expert knowledge to provide strategic guidance in the design, development, assessment, implementation and administration of benefit plans, programs, and services
• directs the analysis of organizational trends, market data, and industry practices to identify root causes and address benefit issues
• oversees the daily management of programs, regulatory compliance, contract compliance and contracted suppliers
• applies advanced principles, theories and concepts to determine optimal solutions
• provides insight and guidance to senior leadership on complex issues
• recommends changes to programs and success measures as appropriate
• researches and recommends alternative benefits programs and initiatives
• manages multifaceted programs with Enterprise wide risks
• provides oversight of other complex programs to ensure integration and alignment with the Total Rewards philosophy
• develops appropriate objectives for employee benefit programs to ensure program success and compliance with internal goals and external federal requirements
• monitors and evaluates the effectiveness of benefit programs and suppliers against stated objectives by using metrics and best practices with an Enterprise-wide impact
• ensures vendors are aligned with benefit program objectives and provide appropriate service levels to employees
• advises senior leadership on the legal and regulatory environment that may impact current and/or future employee benefit offerings
• evaluates and recommends changes and enhancements to programs to ensure compliance with federal regulations
• monitors the work of team members and provides direct feedback and coaching as needed
• develops a communication strategy around benefit plans, programs, and services to include open enrollment changes, pricing, plan details, and the various communication resources
• serves as a primary resource for escalated issues of an unusual nature
• monitors the annual benefits budget in partnership with Finance and vendors
• develops and oversees measures to ensure costs are minimized and efficiencies are realized
• analyzes financial impacts and recommends adjustments to programs to minimize financial risk
• leads and motivates cross-functional team members in designing business solutions for benefit plans, programs, and services with an enterprise-wide impact
• ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Benefits Advisor Lead – Leave Advisor

Social Media Manager

• Develops highly complex, multi-channel media strategies, working with a broad spectrum of media to ensure marketing strategies are integrated, ensures media strategies are on brand.
• Collaborates and may lead Media Team to translate and interpret business intelligence and internal client objectives to guide media agencies and enable them to develop media strategies that support business objectives.
• Collaborates with internal stakeholders and leadership to understand the parameters for developing media strategies.
• Socializes media proposal and recommendations to partners and/or management to include senior executives.
• Ensures that all necessary client media plans are implemented correctly and in a timely manner.
• Manages highly complex budget plans.
• Communicates status with management and internal/external partners as necessary.
• Mentors others to ensure that media team is effectively communicating, collaborating and working with agencies and/or internal partners such as analytics.
• Serves as the primary resource for cross-functional team members on high priority matters of a unique nature.
• Effectively directs agencies to ensure alignment with goals and prioritization.
• Applies an expert understanding of analytics and measurement tools/techniques to test and optimize performance against objectives.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Media and Social Marketing Manager, Programmatic Strategy Lead

Data Analyst

• Participates in the development of digital first products supporting the needs and risks of USAA Members
• Supports efforts to develop and launch new innovative product offerings as well as auxiliary/enhanced features/services for existing products
• Advises others in the launch of new products and in the evaluation and decision to buy/build or partner
• Generates creative product and coverage solutions for member needs to ensure a dynamic product development pipeline exists
• Responsible for maintaining knowledge of business and underwriting performance for products in scope (e.g.trends, results, etc.)
• Analyzes internal and external data and member information to support formulation of product strategy and enhance competitive intelligence
• Conducts analysis of key data to support ongoing monitoring, maintenance and underwriting of existing 'new in market' products based on product performance, member needs and competitive changes in the market including but not limited to product rules, rates, and forms
• Develops and communicates the new product value proposition for product enhancements/features
• Analyzes and evaluates new product performance metrics to recommend offering change, if necessary, prior to full launch
• Coordinates with relevant control partners (to include Legal, Compliance, and Risk Management) to ensure product offerings are designed and implemented in compliance with all applicable laws and regulations
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

P&C Analytics Product Development Manager – Auto Telematics

Learning and Development

• play a critical role in shaping the learning experiences that support USAA Real Estate Lending.
• partner strategically with business SMEs to analyze needs, design, and develop engaging learning solutions.
• facilitate operational changes, enhance employee skills, and ensure the successful adoption of new processes and systems.
• gather and validate learning requirements (performance requirements, measures of success, terms, and conditions).
• perform analyses, design, and develop a learning curriculum to improve performance of USAA employees.
• assess the learning outcomes that need to be achieved, understand the performance expectations and gaps, and assist in deriving the appropriate learning solution.
• design and develop interactive facilitator-led and online content that meets the learning needs of the business.
• organize course content to produce curriculum that meets learning needs.

Mid-Level Instructional Designer – Real Estate

Insurance

• Facilitate the Property & Casualty member experience by handling inbound and outbound phone calls, emails, or other contacts from members.
• Apply developing knowledge of personal lines' insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services.
• Also, maintain respective trailing documents for all states.
• Identify, evaluate and understand member needs to consistently provide complete and accurate advice and solutions for insurance products and services.
• Provide detailed issue diagnosis while minimizing member transfers, escalations and call backs.
• Efficiently operate in a contact center environment and navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels.
• Maintain required Property & Casualty license and state registrations.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Insurance Professional – Sales and Service

Advisor

• Applies expert knowledge of line of business products, services, and processes to serve as a subject matter resource in the assessment of complaint program risks and opportunities across multiple technologies and business goals
• Leads activities in support of servicing of complaints/inquiries through monitored channels within the organization, providing recommendations to the strategy, performance management, and consistent handling
• Distributes workload, oversees controls oversight, monitors telephone adherence, coaches, and motivates the team to adhere to their responsibilities to achieve organizational metrics
• Leads team projects, initiatives, presentations, and/or events and action plans; reviews, prepares, and approves written responses, member profiles, and executive summaries that meet established standards of appearance and content to represent USAA's executive management group
• Manages and resolves complex complaints and inquiries to assist the team in resolution activities
• Identifies opportunities to mitigate risks including process and procedure gaps and ensures timely changes are made; makes recommendations related to tactical strategies, performance, workload, technology, and operational effectiveness of complaint handling
• Applies expert knowledge for strategic and operational planning and process implementation to ensure that CEO Member Relations advisors are adequately trained, knowledgeable of process, goals, objectives, and strategies to successfully achieve metrics and action plan results
• Assists the team by assuming responsibility for complex complaints/inquiries through various processes and channels to ensure the needs of complainants are met and is a proxy for management including taking over escalated calls from advisors
• Demonstrates advanced knowledge of current policies, procedures, regulatory guidelines and enterprise complaint standards
• Facilitates communications with leadership and provides summaries of findings
• Leads activities to support the Annual Members' Meeting
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Member Relations Lead

• Provide strategic leadership for Production Management engagement across multiple Lines of Business, ensuring operational strategy, service delivery capabilities, resiliency objectives, and customer experience goals align with business priorities.
• Influence enterprise and Line of Business leaders to establish operational priorities, investment strategies, and service support models that improve business outcomes and operational effectiveness.
• Act as a trusted advisor to executive stakeholders on service reliability, operational risk, technology resiliency, and Production Management performance.
• Partner with business and technology leaders to understand upcoming initiatives, strategic programs, product launches, and organizational changes that may impact Production Management support requirements.
• Serve as a strategic demand-management partner, ensuring Production Management capabilities evolve in alignment with business growth, technology modernization, and enterprise transformation initiatives.
• Translate business strategies into operational readiness requirements and service delivery capabilities.
• Accountable for successful adoption, execution, maturity, and continuous improvement of the Production Management operating model across assigned Lines of Business.
• Drive consistency in stakeholder engagement, service management, resiliency practices, issue management, and operational transparency.
• Identify adoption gaps and influence corrective actions that improve operational maturity across business and technology organizations.
• Establish and monitor key operational performance indicators including service availability, stakeholder satisfaction, resiliency metrics, incident reduction, and operational efficiency.
• Partner with line of business leaders to identify critical business service and ensure operational support strategies align with resiliency objectives.
• Promote readiness through engagement in resiliency planning, recovery exercises, service dependency management, and operational risk reviews.
• Serves as the executive communications lead for Production Management engagement activities with assigned business areas.
• Develop executive-level reporting and operational scorecards that provide actionable visibility into service health, incidents, operational risks, and improvement opportunities.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

AVP, Service Operations – Business Engagement

Vice President

• Drive the adoption of observability standards, tooling and instrumentation practices across the technology organization
• Establish observability capabilities that enable the early detection and prevention of service degradation, reducing both customer and business impact
• Execute strategic partnerships with Infrastructure Engineering, Cybersecurity, Application Development leaders and technology vendors to improve availability and resiliency of business-critical services
• Drive measurable improvements in incident quality and operational responsiveness ensuring observability capabilities support rapid identification of service disruptions, performance degradation, and emerging operational risks
• Serve as the senior observability authority for the enterprise, influencing technology strategy, architecture decisions, and operational excellence initiatives
• Champion a culture of reliability engineering, observability-by-design, automation, and continuous improvement
• Establish alert standards that ensure actionable, prioritized and context-rich notifications for operational teams
• Create self-service observability capabilities that accelerate engineering onboarding and reduce operational friction
• Establish operational intelligence capabilities that transform data into actionable insights for engineering, operations, cybersecurity and executive leadership
• Measure and improve developer and engineer productivity through automation, standardized telemetry frameworks, and reusable platform capabilities
• Develop enterprise-level dashboards, reporting frameworks, and health indicators that provide visibility into reliability, resiliency, operational risk, and technology performance
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

AVP, Technology Observability Platforms

Claims Specialist

• Proactively manages assigned claims caseload comprised of complex damages that require commensurate knowledge and understanding of claims coverage including potential legal liability.
• Partners with vendors and internal business partners to facilitate complex claims resolution.
• May also involve external regulatory coordination to ensure appropriate documentation and compliance.
• Investigates claim damages by conducting research from various sources, including the insured, third parties, and external resources.
• May identify and resolve potential discrepancies and identifies subrogation potential resulting from unusual characteristics.
• Identifies coverage concerns, reviews prior loss history, determines and creates Special Investigation Unit (SIU) referrals, when appropriate.
• Determines coverage through analyzing information involving complex policy terms and contingencies.
• Determines and negotiates complex claims settlement within authority limits.
• Develops recommendations and collaborates with management for determining settlement amounts outside of authority limits and accurately manages claims outcomes.
• Maintains accurate, thorough, and current claim file documentation throughout the claims process.
• Advance knowledge of estimating technology platforms and virtual inspection tools.
• Utilizes platforms and tools to prepare claims estimates to manage complex property insurance claims.
• Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
• May be assigned CAT deployment travel with minimal notice during designated CATs.
• Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
• Works independently solving complex problems with minimal guidance; acts as a resource for colleagues with less experience.
• Adjusts complex claims with attorney involvement.
• Recognizes and addresses jurisdictional challenges such as applicable legislation and construction considerations.
• May require travel to resolve claims, attend training, and conduct in-person inspections.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Property Claims Adjuster Specialist – Desk

• Adjusts attorney-involved moderately complex bodily injury claims with demonstrable injuries (e.g. torn meniscus, broken bones, disc herniations), as well as all auto physical damage associated with those claims
• Identifies, confirms, and makes coverage decisions on moderately complex bodily injury claims
• Investigates loss details, determines legal liability, evaluates, negotiates, and arrives at claim settlement within appropriate authority guidelines
• Clearly documents thought process, investigation, evaluation, negotiation, and settlement decisions
• Prioritizes and manages assigned claims workload to keep members and other involved parties informed, provides timely claims status updates
• Collaborates and supports team members to resolve issues and identify appropriate matters for escalation
• Partners and/or directs vendors and internal business partners to facilitate timely claims resolution
• Supports workload surges and/or Catastrophe Operations as needed
• May act as an informal resource for team members with less experience

Senior Injury Claims Adjuster

• Proactively manages assigned claims caseload comprised of complex damages that require commensurate knowledge and understanding of claims coverage including potential legal liability
• Partners with vendors and internal business partners to facilitate complex claims resolution
• May also involve external regulatory coordination to ensure appropriate documentation and compliance
• Investigates claim damages by conducting research from various sources, including the insured, third parties, and external resources
• May identify and resolve potential discrepancies and identifies subrogation potential resulting from unusual characteristics
• Identifies coverage concerns, reviews prior loss history, determines and creates Special Investigation Unit (SIU) referrals, when appropriate
• Determines coverage through analyzing information involving complex policy terms and contingencies
• Determines and negotiates complex claims settlement within authority limits
• Develops recommendations and collaborates with management for determining settlement amounts outside of authority limits and accurately manages claims outcomes
• Maintains accurate, thorough, and current claim file documentation throughout the claims process
• Advance knowledge of estimating technology platforms and virtual inspection tools
• Utilizes platforms and tools to prepare claims estimates to manage complex property insurance claims
• Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours
• May be assigned CAT deployment travel with minimal notice during designated CATs
• Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed
• Works independently solving complex problems with minimal guidance; acts as a resource for colleagues with less experience
• Adjusts complex claims with attorney involvement
• Recognizes and addresses jurisdictional challenges such as applicable legislation and construction considerations
• May require travel to resolve claims, attend training, and conduct in-person inspections
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Property Adjuster Specialist – Field Claims

• Maximize Property & Casualty sales potential by expertly handling member inquiries, identifying cross-selling opportunities, and providing exceptional service through various communication channels.
• Apply developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services.
• Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions for insurance products and services.
• Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.
• Efficiently operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
• Maintain required Property & Casualty (P&C) licenses and state registrations.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Licensed P&C Insurance Professional – Sales and Service

Director

• Leads and collaborates on the strategic, tactical, operational, and financial responsibilities associated with CoSA data storage, data preparation, data exploration, information governance, analytics and information delivery
• Oversees and coordinates the strategy of subfunctions in the establishment and execution on the delivery of information and analytics platforms and solutions to the business’ key stakeholders and cross-CoSA partners
• Responsible for successful end to end process of information management, analytics and delivery
• Ensures industry trends and best practices are evaluated and integrated into current process, technology, and development of strategic plans
• Provides thought leadership and system thinking to influence relevant data, information, and application architecture decisions
• Leads data reporting to identify reporting opportunities, analytics, and complex projects
• Provides input on strategic insights to senior leaders and key stakeholders that contribute to functional objectives
• Influences and oversees innovation, provides direction on work prioritization, manages capacity, assists with problem resolution
• Oversees the Information delivery experience and risks to ensure teams maintain understanding of business processes, supporting data and applications and presentation of findings and recommendations
• Identifies and pursues opportunities to utilize advanced data a delivery and business solutions techniques to optimize their contribution to resolving business issues.