Manager, Claims Operations – Field Staff Appraiser

USAA

. Manage and remain accountable for auto and other claims operations member service employees .

Posted 10/7/2026full-timeRemote • Florida • United StatesLead💰 $103,450 - $191,970 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and operational management skills in claims handling, with a focus on employee development, process improvement, and regulatory compliance. Proficient in utilizing data for decision-making and enhancing member experiences within the auto claims sector.

Highest-signal resume keywords

Claims Handling ExperienceLeadership ExperienceRegulatory ComplianceNegotiation SkillsData Interpretation

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Claims ManagementProcess ImprovementAuto Physical Damage ClaimsData AnalysisNegotiationAdjudicationCoachingStaff TrainingRisk ManagementField Inspection

Soft Skills

Customer ServiceEmployee EngagementProblem SolvingCommunicationInitiative

Tools & Technologies

CCC One Estimating PlatformTotal Loss Evaluation SystemsExcel Spreadsheets

Certifications & Qualifications

Insurance Adjuster LicenseI-CAR Platinum Class Status

Industry Keywords

Claims OperationsDirect Repair ProgramSubrogationSalvage ProceduresCase Law Interpretation

About the role

Key responsibilities & impact

Manage and remain accountable for auto and other claims operations member service employees
Ensure employees serve members and provide appropriate claim solutions through investigation, evaluation and negotiation
Develop engaged employees through regular coaching and feedback
Execute process improvements and lead organizational process changes
Drive operational risk management, 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 and champion change
Manage workload volumes, staffing and training needs to achieve productivity
Monitor work for consistent process execution and adherence to guidelines
Handle escalations and make policy-based decisions
Guide employees through skill identification and career development
Support projects as a subject matter expert
Hire, develop and coach claims employees
Identify opportunities to improve claims handling, process and engagement
Identify, measure, monitor and control business risks according to risk and compliance policies
Work remotely/within the field in the South-East Florida region and travel outside the local territory when needed
Physically inspect losses within the assigned territory using a company vehicle

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 in role
Auto Physical Damage claims/field experience and leadership
Advanced knowledge of auto claims contracts and interpretation of case law
Familiarity with salvage procedures, identifying possible subrogation files, claims systems and photo imaging
Currently possess, or have the ability to acquire and maintain, I-CAR Platinum class status
Experience working with a Direct Repair Program
Ability to travel overnight and be available for CAT duty
Good computer skills, including working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets
Strong negotiation, investigation and adjudication skills
US military experience gained through military service or as a military spouse/domestic partner
Meet all USAA safe driving requirements, including verification of driving record through MVR and possession of a valid driver's license
Must not require immigration support or visa sponsorship

Benefits

Comp & perks

Company vehicle to physically inspect losses within the assigned territory
Pay incentives 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
Wellness programs
Career path planning
Continuing education assistance