Vice President, Intelligent Automation & IT Operations

As a dedicated AVP, Claims Operations, you will be accountable for auto, property and/or other claims teams to deliver operational business results at scale. Responsible for member service, paying what we owe, controlling expenses, employee engagement, quality, operational risk and compliance across multiple operational areas. Sets operational goals and measures to achieve overall claims targets. Designs and implements claim’s strategies supporting enterprise objectives. Collaborates and influences P&C strategies coordinating with peers to affect P&C mission objectives. Responsible for identifying and advancing broad strategic improvements to the operation including efficiency, effectiveness, compliance and regulatory adherence. Sponsors and shapes large transformational efforts across Operational areas., * Provides executive leadership and guidance on technical matters and extends settlement authority within their process (or as delegated).

• Identifies and evaluates internal and external issues of strategic importance to a product line.
• Demonstrates executive-level thought leadership, strategy development, and financial and operational planning.
• Leads broad functional Claims and P&C projects and may serve as an executive sponsor for projects.
• Oversees the development and implementation of functional policies, procedures and guidelines.
• Identifies opportunities and facilitates major improvements to processes and systems and works with internal partners to accomplish shared accountabilities.
• Engages with and represents USAA with external partners as appropriate.
• Works with internal partners to establish appropriate controls within operational area.
• Responsible for leadership, communication, employee engagement and coordination of business and Enterprise initiatives.
• Influences and executes claims servicing solutions across process, technology, workforce, third party, and/or analytics in support of P&C product competitiveness. Influences and executes operations strategy, plan, goals and objectives in support of Claims Strategy. Inspires a high performing team to deliver exceptional experiences to the members, engaged employees and achieve exceptional results.
• Hires, develops, and coaches claims leaders for results delivery.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures., Office Equipment Threat Detection Secret Clearance Vendor Management Change Management IT Infrastructure Executive Sponsor Service Industries Policy Development Business Valuation Strategic Roadmaps Security Clearance Workforce Planning Systems Automation Technical Strategy Workflow Management Amazon Web Services Evidence Collection Intelligent Systems Time Off Management Portfolio Management Contract Negotiation IT Service Management Technology Ecosystems Continuous Monitoring Information Technology Cost Estimation Models Operational Data Store Intelligent Automation Artificial Intelligence Software Design Patterns Authorization (Computing) Organizational Development Product Family Engineering Software As A Service (SaaS) Employee Assistance Programs Infrastructure as Code (IaC) Artificial Intelligence Risk Zero Trust Architecture (ZTA) Continuous Improvement Process Vendor Relationship Management Identity And Access Management Milestones (Project Management) Artificial Intelligence Strategy Key Performance Indicators (KPIs) Information Technology Operations Cloud Financial Management (FinOps) Artificial Intelligence Infrastructure Information Technology Infrastructure Library

Market Data Coordinating Communication Data Analysis Business Case Problem Solving Motion Planning Customer Service Operational Risk Technical Acumen Business Results Change Management Claims Processing Executive Sponsor Claims Operations Influencing Skills Strategic Planning Thought Leadership Process Improvement Employee Engagement Time Off Management Executive Leadership Strategy Development Artificial Intelligence Influencing Without Authority, * Bachelor’s degree; OR 4 years of relevant education and/or experience., * 10 years of progressive customer service, operational, military or leadership experience to include a minimum of 8 years of demonstrated P&C proficiency and experience.

• 6 years of people leadership experience in building, managing and/or developing high-performing teams.
• Experience in developing P&C business solutions to include building a business case, creating influence and delivering results.
• Executive-level business and technical acumen in the areas of effective claims handling processes, claims risk and compliance, integrated change management and front-line communications leading to operational excellence.
• Proven ability to influence leaders across multiple disciplines and executive levels.
• Demonstrated ability to develop and convert strategic vision into a tactical plan and execute on that plan.
• Strong knowledge and applied compliance with Department of Insurance, Fair Claims Practices and Federal regulations governing claims handling.
• Experience using data insights and making recommendations decision-makers.

What Sets You Apart:

• US military experience through military service or a military spouse/domestic partner.
• Extensive Core Property Claims strategy and performance experience, driving measurable gains in productivity while maintaining an unwavering focus on service and accuracy. Water claims proficiency preferred.
• Technical Property knowledge and expertise including an industry certification such as a CPCU
• Proven claims-oriented project and process improvement experience.
• Proven track record in operational leadership -workflow transitions, and operating model shifts at scale.
• Experience driving member service, accuracy, and efficiency improvements in a virtual claim’s environment.
• Working knowledge of emerging claims technologies, automation, and AI-assisted processing tools.
• Background in multi-state regulatory environments preferred.
• Experience articulating a vision, aligning to strategic outcomes and tactically leading the executing to completion.
• Strategic problem solver with proven ability to lead change effectively
• Business analytics experience and/or experience working with data and analytics to measure and drive business results
• Leadership experience with a distributed office, diverse workforce and/or remote employees., Remote CI/CD Triage FedRAMP Auditing Research Textiles NIST 800 Budgeting Timelines AI Agents Operations Leadership Management Automation Governance Innovation Investments Data Access AI Literacy AI Adoption Communication Observability Business Case Risk Reduction Data Pipelines Professionalism Microsoft Azure Decision Making Team Leadership Microsoft Office Computer Science

Compensation range: The salary range for this position is: $195,230.00 - $351,410.00

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.

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.