Director, Litigation Operations (Northeast, Gulf Coast, West Coast)

USAASan Antonio, TexasFull Time


At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

We are seeking a dedicated Director, Litigation Operations to work in a hybrid work type based in one of the following locations: San Antonio, TX; Phoenix, AZ; Colorado Springs, CO. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

This leader will manage a unit of assigned Litigation Managers and will be responsible for workflow, administration, developing employee technical skills, and evaluating performance of Litigation Managers. This leader will provide high-level technical advice and supervision on litigated cases. And is accountable for delivering a concierge level of best-in-class member service through setting appropriate expectations, proactive communications, advice, and empathy.

What You’ll Do

  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
  • Directs, develops, and leads a team of claims litigation professionals who handle all litigation arising out of the Auto, Property and Small Business Insurance contract.
  • Accountable to deliver operational litigation results, including external legal expense, case quality, and member service.
  • Collaborates with Claims Operations leaders to drive business results, manage litigation risk and identify opportunities to strengthen overall claim handling.
  • Manages workflow and ensures quality control.
  • Participates in case authority and strategy conferences on litigated cases.
  • Monitors and provides recommendations for retention of panel defense attorneys and firms.
  • Accountable for reviewing, auditing, and approving legal expenses and fees.
  • Responsible for hiring, employee development, performance evaluation, counseling, and all manager related administrative functions.
  • Responsible for ensuring litigation documentation records are current and complete across the team.
  • Works closely with management to develop procedures, policies, and objectives.
  • Ensures that all policies and procedures, including compliance, regulatory, performance and customer service standards are met or exceeded.
  • Within authority limit, independently analyzes, and helps support, investigate, negotiate, and resolve highest severity and/or most complex claims.
  • Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

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.
  • 8 years of progressive customer service, operational, or military experience, to include a minimum 6 years of P&C experience in claims or claims litigation.
  • 3 years of direct team lead or management experience required.
  • Extensive experience developing claim or litigation strategy and negotiation of complex P&C claims.
  • Advanced knowledge of P&C policies and legal regulations.
  • Advanced knowledge of regulatory compliance related to claims and claims litigation.
  • Experience handling large losses auto, property or commercial.
  • Demonstrated ability to build rapport and successful relationships with vendor law firms.
  • Excellent verbal and written communication skills.
  • Subject-matter-expert knowledge of Microsoft Office Tools and applicable software.

What Sets You Apart

  • Experience in litigation handling and management of cases going to trial in the Northeast, Gulf Coast, West Coast.
  • Bodily Injury/Uninsured Motorist/Claims and Litigation Subject-matter-expert-knowledge.
  • Extensive experience with litigation expense management in both supervising expense management and expense management software.
  • Extensive experience working in coordination with both Panel and Staff counsel.
  • Current working knowledge of jurisdictional case law and regulations applicable to Bodily Injury/Uninsured Motorist claims with an emphasis of experience in the Northeast and Southeast venues.
  • US military experience through military service or a military spouse/domestic partner.

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.

What We Offer

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. The salary range for this position is: $132,500 - $238,470.

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

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, please visit our benefits page on

Relocation assistance is not available for this position.

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.

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