Business Process Owner Lead - Communications Ecosystem - Claims 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.

The Opportunity

We are seeking a dedicated Business Process Owner Lead - Communications Ecosystem - Claims Optimization.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in our Phoenix, AZ; San Antonio, TX; Plano, TX; Colorado Springs, CO; Chesapeake, VA or Tampa, FL offices. Relocation assistance is not available for this position.

What you'll do:

As business process owner, leads 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, and 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.

• 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 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree (12 years in lieu of a degree).
• 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:

• Proven experience leading content management systems and letter/template automation in regulated industries.
• Strong ability to optimize correspondence processes for efficiency, compliance, and customer/member experience.
• Skilled in digital communication platforms, workflow automation, and system integration (e.g., Guidewire, Salesforce).
• Strategic leader with business process or product ownership experience, driving requirements and delivery.
• Effective at change leadership, stakeholder influence, and vendor management.
• Innovative, data-driven mindset with knowledge of compliance and emerging automation/AI practices.

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

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.