USAA · 1 day ago
Executive Director, Insurance Sales and Service (P& C) Contact Center
Colorado Springs Campus
Full-time
Onsite
Senior Level, Lead/Staff
$148K/yr - $266K/yr
10+ years expUSAA is dedicated to empowering its members to achieve financial security through exceptional service and competitive products. The Executive Director will lead the national Property & Casualty Insurance Sales and Service Contact Center, focusing on enhancing member experience and operational excellence while ensuring compliance with industry standards.
BankingFinancial ServicesInsuranceVenture Capital
Responsibilities
Identifies and manages existing and emerging risks that stem from business activities and the job role
Leads P&C Insurance Sales & Service licensed member contact team(s) in an office and virtual environment to drive overall member experience for USAA
Builds and leads teams through the ongoing execution of recruitment, development, retention, coaching and support, and performance management of multi-level workforce in fulfillment of our Corporate Mission and USAA Standard
Plans and operates across both internal and Third-Party contact center agencies
Executes on defined contact center operational strategies and change management initiatives developed to improve, optimize, and enable channel performance delivery for assigned product lines while ensuring regulatory compliance
Develops and implements methods, techniques, and/or evaluation criteria in a continuous effort to improve the member experience, streamline business processes, and align resources
Manages budgetary and financial constraints by creating efficiencies that impact cost of labor, shrinkage and average handle time
Promotes and instills a culture of thoughtful urgency toward the concerns of our members and employees to deliver exceptional experiences. Creates and maintains an optimal environment and culture that encourages open lines of communication
Executes operational expectations for a complex contact center environment (average speed of answer, occupancy, shrinkage, average handle time, member satisfaction, etc.)
Maintains strong process controls, identifies potential risks, and recommends improvements with a focus on maintaining compliant sales and service practices which align with Association standards for Contact Center compliance and technical adherence
Stays abreast of current market economic conditions, industry and regulatory development and trends, and competitors to make recommendations to senior leaders
Ensures 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 a degree
10 years combined contact center and Property and Casualty/Financial Service industry experience in a medium to large-scale and/or multi-site contact center
4 years of people leadership experience in leading through change, building, managing and/or developing high-performing teams with demonstrated ability developing talent, managing workflow, engaging and inspiring staff and peers, and fostering open communication
Demonstrated experience leading the implementation of operational strategies, projects, and initiatives and developing tactical plans which promote change while delivering desired business results
Comprehensive knowledge of the insurance regulatory environment, regulatory requirements, and other supervisory engagement and processes
Proven leadership and ability to effectively collaborate and influence at all levels of management
Advanced business acumen in the areas of business operations, industry practices and emerging trends required
Preferred
Deep PNC Industry Knowledge: Understanding of how property and casualty insurance is sold, retained, and priced, including balance sheet knowledge and how business is attracted
A leader who understands the need for transformation, embraces change, challenges the status quo, and keeps pace with evolving member needs and market demands
Data-Driven Analytics: Sophisticated analytical capabilities to interpret data, understand its implications, and use it to implement change
Strong leadership capabilities, including clear vision, focus, inspirational qualities, and the ability to lead leaders
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
H1B Sponsorship
USAA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (269)
2024 (151)
2023 (77)
2022 (150)
2021 (10)
Funding
Current Stage
Late StageLeadership Team
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SVP, General Counsel Insurance
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