Complex Operations Manager Jobs in Smithfield, VA

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

Accountable for the auto, property or other claims operation to deliver business results at scale. Responsible and accountable for the operational execution of the member experience in claims. Creates and delivers a strategic focus on world class member experience and operational results. Collaborates across Operations and other business lines to ensure delivery of the USAA mission.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Tampa, FL or Chesapeake, VA. Relocation assistance is available for this position.

• Accountable for developing Claims operations strategy, plan, goals and objectives in support of USAA Strategy.

• Accountable for delivering on plan objectives across employee, member, financial and quality goals.

• Drives industry best practices and adoption within claims process creating continuity across the P&C Company.

• Leads Claims Experience owners, operational executives and/or claims functional groups to achieve business outcomes.

• Collaborates effectively with product line leaders and other senior executives to support Enterprise initiatives.

• Drives overall risk management and regulatory compliance through consistent frameworks and business routines.

• Sponsors and shapes large transformational efforts across multiple Operational areas, Lines of Business or Enterprise.

• Builds and leads a team of claims executive leaders for results delivery through recruiting, development, retention, coaching and performance management.

• Designs and champions claims servicing solutions across process, technology, workforce, third party, analytics in support of P&C product competitiveness.

• Collaborates with internal partners to build supporting capabilities and deliver on shared accountabilities.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree; OR 4 years of relevant education and/or experience.

• 10 years of progressive financial services experience to include P&C industry work experience in Claims developing strategies, managing major P&C initiatives and delivering results within a complex matrix environment.

• 8 years of senior leadership experience in building, managing and/or developing high-performing teams and delivering results at scale.

• Extensive experience building strategic solutions or demonstrated ability to deliver transformation at scale.

• Executive-level business acumen in P&C, insurance risk, compliance, integrated change management and front-line communications leading to operational excellence.

• Proven ability to influence and develop positive working relationships with leaders across multiple disciplines and executive levels.

• Demonstrated ability to create, develop and convert strategic vision into a plan and execute on that plan.

• Understanding of government regulations and legal requirements involving P&C business.

• Executive-level risk assessment skills, including risk identification and measurement, mitigation strategy development, regulatory management, policy and procedure development.

What sets you apart:

• Executive-level communication and stakeholder management skills, with the ability to translate complex operational and financial data into clear, actionable insights for leaders across the organization.

• Demonstrated experience leading large-scale claims or contact center operations, including oversight of sizable, geographically dispersed teams and complex service delivery environments.

• Proven ability to leverage data, metrics, and business insights to drive operational performance, identify emerging trends, and influence strategic decision-making.

• Deep understanding of property and/or auto claims operations, including recoveries, salvage, subrogation, fraud investigations or shared services functions.

• US military experience through military service or a military spouse/domestic partner.

Compensation range: The salary range for this position is: $257,250 - $463,050.

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.