Business Process Owner Lead | Property Claims Process Optimization

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 Business Process Owner Lead – Property Claims Process Optimization , you will lead planning for highly complex processes including problem definition, evaluation of requirements, design, testing, and implementation of business processes.

Understands the process operating objectives, business rules, performance requirements, risks, controls and interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance necessary to achieve efficient, effective design and execution of the process Actively develops and drives alignment of process to overall experience strategy and vision.

This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week.  Relocation assistance is not available for this position.

What you'll do:

• Develops business process deliverable program plans that align customer, business deliverable and enterprise strategy.
• Ensures alignment with customer and appropriate roadmap(s).
• Applies and maintains expert knowledge of the business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance.
• Serves as strategic advisor bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution.
• Guides and influences process re-engineering and technology implementation to enable process redesign and innovation.
• Leads the overall management of process performance by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements.
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes.
• Collects and consolidates demand and identifies opportunities by business portfolio, vertically within the business unit and/or horizontally across the enterprise.
• Reviews, advises, and develops communication plans for customers and internal stakeholders and ensures communications are in alignment with overall strategy.
• Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.
• Utilizes data and analytics to deliver insight into customer and business process performance and shares best practices with overall team.
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts.
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives.
• Provides mentorship and guidance support for team and applicable business partners.
• Plans and designs business processes and make recommendations and changes in order to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

Bachelor's degree; OR 4 additional years of relevant education and/or experience.

8 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.

Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies.

Experience in implementing and sustaining change/improvements (change champion).

Extensive hands on experience with Process Mapping and Modeling and creating and validating process documentation.

Extensive experience in the application of process management standards and policies, and comprehensive knowledge of applicable regulations and risk management practices.

Demonstrated experience with Lean, Business Process Management, or similar methodology.

Demonstrated experience with utilizing various systems to collect and analyze data.

What sets you apart:

Extensive property claims coverage experience, deep expertise in coverage interpretation and complex coverage decisions, and a strong understanding of regulatory requirements, policy language, and claims handling practices.

Proven leader who can drive end-to-end process ownership, improve coverage accuracy and consistency, and translate technical expertise into scalable process improvements and an enhanced Member experience.

Technical Property Claims experience and/or tenure.

The ability to use and analyze data to make decisions and provide business narrative.

Experience with vendor manager oversight.

Hands-on experience with process mapping/modeling tools (e.g., Visio) to document workflows and identify bottlenecks.

Ability to define and track KPIs (e.g., throughput time, cost per case, SLA compliance) and use data-driven insights to initiate corrective actions.

Experience designing end-to-end operating models that ensure processes remain sustainable and compliant after implementation.

Act as a "change champion" who can guide cross-functional teams through transitions, mitigate resistance, and ensure stakeholder alignment.

Ability to serve as a strategic advisor to senior leadership, effectively presenting business cases, risk assessments, and performance outcomes.

Ability to define requirements, prioritize features, and partner with IT/technical teams to deliver transformative results.

Proficiency in using data to solve problems, including experience with BI tools (e.g., Power BI, Tableau, SQL, or Excel).

Strong ability to assess current-state processes, identify pain points, and translate complex operational needs into clear, actionable, and compliant workflows.

US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $114,080 - $218,030 .

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.