USAA · 22 hours ago
Director, Claims Operations (STARS)
Chesapeake
Full-time
Hybrid
Senior Level, Lead/Staff
$143K/yr - $274K/yr
8+ years expUSAA is dedicated to empowering the military community and their families to achieve financial security. As a Director of Claims Operations, you will manage claims service teams, ensuring compliance with regulations and driving operational excellence while fostering a high-performance culture.
BankingFinancial ServicesInsuranceVenture Capital
No H1B
Responsibilities
Select, develop, lead, and hold managers accountable for serving members and providing appropriate solutions in auto, property, and other claims operations through their teams
Consistently coach managers on leading their teams on claims handling, inspecting, and reviewing quality of claims and responding to escalations
Be responsible for achievement of assigned goals, objectives, and scorecard deliverables
Plan, organize, and control the resources to deliver the appropriate claims service
Be accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act
Provide guidance on technical matters, monitors claims reserves and extends settlement authority
Be responsible for service, loss control, and loss adjustment expense
Identify trends and develop action plans as appropriate
Understand, research, and work to influence the financial impact for their respective business area
Inspire a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results
Create conditions for success remove obstacles, lead and champion change
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Qualification
Required
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
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
Preferred
15 or more years of experience leading auto physical damage claims operations in both field and direct repair management
Demonstrated leadership abilities in leading and mentoring teams, including setting strategic objectives, overseeing employee performance, and fostering a collaborative work environment
Demonstrated ability to build a strategy and successfully execute against it
Demonstrated ability to transform large organizations
Strong analytical skills to assess complex claim situations, make informed decisions, and implement effective solutions
Experience working in multiple geographic areas
US military experience through military service or a military spouse/domestic partner
Benefits
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
Company
USAA
USAA is a financial services company.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Julie McPeak
SVP, General Counsel Insurance
Waqas Durrani
Senior Vice President, General Counsel - Enterprise Shared Services
Recent News
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2026-01-22
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