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
As a dedicated Director, Insurance Sales and Service, you will coach, guide, and direct a team of leaders responsible for 100-140 front-line employees in a contact center environment that provides members with experience for the sales, service and retention of personal lines products in all states and segments using multiple contact channels. Accountable for implementation of regional strategic and operational plans to achieve success within Key Result Areas.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in Chesapeake, VA. Relocation assistance is available for this position.
What you'll do:
- Directs, leads and motivates team members in operational strategy development and day-to-day planning and execution of contact center operations and performance.
- Builds processes and relationships that facilitate productive teamwork and goal achievement.
- Maintains and applies expert knowledge of the business, member service components and operational processes.
- Responsible for staffing plans, onboarding, and contact center performance.
- Builds and oversees a team of employees through ongoing execution and oversight of goal setting, recruiting, development, retention, coaching and support, performance management, and managerial activities in fulfillment of our Corporate Mission and USAA Standard.
- Supports achievement of business objectives through effective management of resources, process improvements and maximizes the positive impact of information and technology on business operations and member experience delivery.
- Eliminates roadblocks to develop and execute programs and ensures the effectiveness of implementation of both operational and strategic plans.
- Advises senior leadership on issues and utilizes advanced leadership and collaborative skills in interacting with stakeholders and control/business/affiliate partners.
- Identifies opportunities to improve changes in organization, processes and procedures to promote maximum efficiency and improve the member experience.
- Accountable for team's performance related to compliance and risk mitigation goals as well as quality, service, deepening and/or acquisition behaviors to effectively contribute to the mission of USAA and to protect USAA's brand and reputation.
- Accountable for employee and leader development through regular coaching and timely feedback.
- Responsible for personal and leader's adherence to coaching and leadership routines.
- Remain current with all ad hoc required learning courses and industry insurance standards.
Education:
- Bachelor's degree; OR 4 years of relevant education and/or experience.
Experiences that will support your success:
- 8 or more years of customer service or sales experience.
- 3 or more years of direct team lead, supervisory or management experience.
- Strong decision-making skills.
- Demonstrated experience in staffing, planning and managing processes.
- Demonstrated experience in effectively managing sales and services processes.
- Ability to understand, interpret and coach employees on insurance regulatory and compliance requirements.
What sets you apart:
- 5+ years in P&C insurance operations: Understanding of how property and casualty insurance is sold, retained, and priced, including balance sheet knowledge and how business is attracted
- 3+ years of people leadership experience in leading through change, building, managing and/or developing high-performing teams with demonstrated ability developing talent, managing workflow, engaging and inspiring staff and peers, and fostering open communication
- Experience successfully partnering with go-to-market, state management and product teams
- Master’s degree, Insurance designations (CPCU, CLU, AINS, etc.)
- A leader who understands the need for transformation, embraces change, challenges the status quo, and keeps pace with evolving member needs and market demands
- Proven operational experience: Candidates with hands-on experience in managing operations across different countries or regions will be highly regarded. This could include experience in international business development, global project management, as well as sales or service operational experience.
- Military experience: A background in the military, particularly in operational roles, can be a significant asset, demonstrating leadership, discipline, and the ability to perform under pressure in diverse environments.
- Experience leading service teams: Candidates who have worked with and understand the dynamics of regular service teams will be preferred. This includes experience in customer service, technical support, or operational teams focused on consistent service delivery.
- Experience leading large cross functional initiatives or projects.
- Capable of clearly articulating key results and strategic objectives.
- Effective ability to visualize data and storytelling techniques to enhance presentations with impact.
- Ability to influence partners across all operational areas and senior leadership in P&C and across USAA lines of business to align and achieve shared business goals.
Compensation range: The salary range for this position is: $106,650 - $191,970.
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. The actual salary for this role may vary by location.
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.
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.
