Manager, Claims Operations

USAA

. Lead a team of Complex Auto Adjusters handling auto non-injury claims, including total loss, in Tampa locations .

Posted 9/23/2026full-timeTampa • Florida • United StatesMid-LevelSenior💰 $103,450 - $186,210 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities in managing claims teams, with a focus on operational effectiveness, regulatory compliance, and employee development. Proficient in claims handling, particularly in total loss and complex non-injury auto claims, while utilizing data-driven decision-making.

Highest-signal resume keywords

Claims ManagementTeam LeadershipOperational Risk ManagementCoaching and DevelopmentRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims HandlingData InterpretationProcess ImprovementTotal Loss ClaimsComplex Non-Injury Auto CoveragePhysical Damage ClaimsLiability DecisioningCustomer ServiceEmployee EngagementPolicy-Based Decision Making

Soft Skills

LeadershipInitiativeCoachingFeedback DeliveryChange Management

Certifications & Qualifications

Insurance Adjuster License

Industry Keywords

Auto ClaimsMember SolutionsOperational EffectivenessClaims OperationsMilitary Experience

About the role

Key responsibilities & impact

Lead a team of Complex Auto Adjusters handling auto non-injury claims, including total loss, in Tampa locations
Manage and remain accountable for auto, property and other claims operations member service employees
Oversee investigation, evaluation and negotiation of claims and delivery of appropriate member solutions
Develop engaged employees through regular coaching and feedback to deliver business results
Execute process improvements, provide process feedback and lead organizational process changes
Drive operational risk management execution and regulatory compliance training, policies and procedures
Inspect and review claim-file quality and provide employee feedback
Coach employees and connect their work to claims and Enterprise strategies
Identify opportunities to improve operational effectiveness, member experiences and processes
Remove obstacles, lead and champion change
Manage workload volumes, staffing and training needs to achieve optimal productivity
Monitor work for consistent process execution and adherence to guidelines and frameworks
Handle escalations and make policy-based decisions
Guide employees through skill identification and career progression development
Support projects as a subject matter expert
Hire, develop and coach claims employees
Identify opportunities to improve claims processes and employee engagement
Ensure business risks are identified, measured, monitored and controlled according to risk and compliance policies

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
6 years of progressive customer service, operational, military or leadership experience, including a minimum of 2 years of claims handling experience
2 years of direct team lead, supervisory or management experience
Experience using and interpreting data to make decisions
Demonstrated leadership, initiative, customer service and/or claims handling skills
Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role
Current experience as a Claims Manager/Supervisor preferred as a differentiator
2+ years of experience handling total loss claims preferred as a differentiator
2+ years handling complex non-injury auto coverage and liability decisioning preferred as a differentiator
2+ years of physical damage and/or auto injury claims experience preferred as a differentiator
Strong experience coaching and developing claims adjusters to meet organizational and development/career path goals preferred as a differentiator
US military experience through military service or a military spouse/domestic partner preferred as a differentiator
Must not require immigration support or visa sponsorship, including H-1B, TN, or STEM OPT Training Plans

Benefits

Comp & perks

Flexible work environment with hybrid schedule
Relocation assistance is not available for this position
Pay incentives may be available based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
Comprehensive medical, dental and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program
Paid holidays
16 paid volunteer hours
Various wellness programs
Career path planning
Continuing education assistance
Support for active-duty military spouses, consistent with applicable policy and business needs