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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

The VP, Orchestration and Modernization is a strategic executive responsible for leading transformation and modernization of the Claims organization through the implementation of advanced technology, advanced data analytics and emerging technologies.  This executive serves as the primary bridge between Claims Operations, Technology, Data Science, Product, Digital, Risk and Association AI teams.  The role is accountable for identifying, prioritizing, and delivering technology-enabled solutions that improve member outcomes, employee experience, operational performance and organizational effectiveness.

This leader will translate complex claims challenges into scalable business and technology solutions while ensuring responsible, compliant and value-driven deployment of AI and emerging technologies.

The successful candidate combines deep claims expertise, transformational leadership, product mindset, and technology fluency to drive measurable business outcomes across a large Claims organization and complex operating environment.

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, Chesapeake, VA or Tampa, FL. Relocation assistance is available for this position.

Key Responsibilities: 

Claims Modernization Strategy

• Develop and execute a multi-year claims modernization strategy aligned with association and claims priorities.

• Identify and prioritize opportunities to leverage AI, Generative AI, machine learning, predictive analytics, intelligent automation and emerging technologies.

• Establish a transformation roadmap focused on improving member experience, operational efficiency, quality and workforce effectiveness.

• Lead orchestration of cross-functional initiatives across Claims, Technology, Product, Data & Analytics, Digital and Risk organizations.

AI & Emerging Technology Leadership

• Serve as the business executive accountable for technology-enabled Claims transformation.

• Evaluate emerging technologies and determine applicability across the claims lifecycle.

• Partner with technology and data science teams to convert operational opportunities into scalable solutions.

• Establish business requirements, use cases, value cases, test cases, and success measures for AI investments.

• Lead pilots, proof-of-concepts, and association level deployments.

Claims Product & Business Ownership

• Act as the primary translator between claims operations and technology teams. 

• Define product vision, business requirements, change management, and adoption strategies.

• Ensure solutions address real operational pain points and member needs.

• Drive prioritization of investments based on business value, risk reduction and member impact.

Governance, Compliance & Risk

• Establish responsible AI governance practices in alignment with association-level AI governance.

• Partner with Legal, Compliance, Security and Risk Management teams to ensure all technology initiatives are within guidelines.

• Ensure solutions meet regulatory, privacy and audit requirements.

• Create frameworks for transparency, explainability and ethical use of AI.

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

Success Measures

Member Outcomes

• Improve member satisfaction and experience

• Eliminate complaints and escalations

• Faster claims resolution

Operational Outcomes

• Improved employee satisfaction and effectiveness

• Productivity and operating expense improvements

• Increased quality performance

Transformation Outcomes

• Modernization strategy execution and delivery

• Capability maturity improvements

• Business value delivered

• Advanced technology and AI adoption rates

What you have:

• 15+ years of progressive leadership in Claims, Claims Operations, Claims Strategy, Claims Transformation, Claims Technology or related functions.

• Proven experience leading large-scale operational transformation initiatives.

• Demonstrated success implementing AI, automation, advanced analytics, or digital solutions within claims environments.

• Deep understanding of end-to-end claims processes and operational workflows.

• Experience translating business needs into technology requirements and product roadmaps.

• Executive-level stakeholder management and influence skills.

What sets you apart:

• Experience leading claims organizations within Property & Casualty or Financial Services industries.

• Experience partnering with Data Science, Product Management, Digital and Technology Organizations.

• Advanced degree in Business, Technology, Data Science, Engineering, or related discipline.

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

Compensation range: The salary range for this position is: $224,250-$403,650.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.