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USAA Manager, Claims Operations -Field Auto Physical Damage (New York/New Jersey) in New York, New York

Purpose of Job

Company Vehicle Provided

* 100% remote work available*

We are seeking a talented Manager, Claims Operations candidate in the New York/New Jersey area. The selected candidate will reside in the that area or be willing to self-relocate. Primary areas of responsibility will be New York/New Jersey area and other surrounding territories as needed.

Manages and is accountable for auto, property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develops engaged employees through regular coaching and feedback to deliver business results. Executes process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

USAA Careers – World Class Benefits ( (31 seconds)

Primary Responsibilities:

  • Identifies and manages existing and emerging risks that stem from business activities and the job role.

  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

  • Follows written risk and compliance policies and procedures for business activities.

  • Inspects and reviews quality of claim files and provide feedback to employees as appropriate.

  • Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.

  • Proactively identifies opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners

  • Creates conditions for success removes obstacles, leads and champions change.

  • Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.

  • Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.

  • Handles escalations and makes appropriate decisions based on the policy.

  • Facilitates and guides employees through skill identification and developing for career progression Supports projects by serving as a subject matter expert.

  • Hires, develops, and coaches claims employees for results delivery.

  • Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement.

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

Minimum Requirements:

  • Bachelor’s Degree, OR, 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree (10 years of experience total in lieu of a Degree).

  • 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.

  • 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.

Preferred Experience:

  • 3+ years of P&C leadership experience with proven coaching and development skills

  • Auto Physical Damage Estimating Systems.

  • ASE, I-CAR, technical certifications

  • AIC, ARM, SCLA, or CPCU designation(s)

  • Analytics and Reporting Proficiencies

  • Ability to operate in field and virtual environment.

  • Ability to meet all USAA safe driving requirements to include verification of driving record through MVR & possession of valid driver's license

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.


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 position. The salary range for this position is: $80,200 - $144,500*( this does not include geographic differential it may be applied based on your work location)

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

*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium: will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.


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.

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Relocation assistance is not available for this position.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

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Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.