Director, Insurance Sales and Service - Distribution and Service

USAA
United States
Workplace: OnsiteFull timeUSD 106,650 - 191,970 annuallyFunction: Supply Chain & LogisticsExperience: 8+ yearsEducation: bachelorsSkills: ["Decision-making","Critical thinking","Leadership","Coaching","Process improvement"]

Lead a contact-center team of 100–140 front-line leaders responsible for member experience across personal lines sales, service, and retention. Own staffing plans, onboarding, performance, and compliance/risk mitigation goals while implementing regional strategic and operational plans. Coach and develop managers and employees through ongoing leadership routines, process improvements, and effective resource management—partnering with go-to-market, state management, and product teams to deliver measurable results for USAA members.

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FursaFursa
USAA
USAA
2 days ago

Director, Insurance Sales and Service - Distribution and Service

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead a contact-center team of 100–140 front-line leaders responsible for member experience across personal lines sales, service, and retention. Own staffing plans, onboarding, performance, and compliance/risk mitigation goals while implementing regional strategic and operational plans. Coach and develop managers and employees through ongoing leadership routines, process improvements, and effective resource management—partnering with go-to-market, state management, and product teams to deliver measurable results for USAA members.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Supply Chain & Logistics
Seniority: Director level

Key Responsibilities

  • •Direct, lead, and motivate leaders for day-to-day contact center operations and performance planning.
  • •Oversee staffing plans, onboarding, and team performance, including goal setting, recruiting, development, retention, coaching, and performance management.
  • •Manage resources and drive process improvements to maximize the impact of information and technology on member experience.
  • •Eliminate roadblocks to execute operational and strategic plans; advise senior leadership and stakeholders.
  • •Ensure team performance for compliance, risk mitigation, quality, and member experience outcomes, including ongoing learning and required courses.

Pay and Benefits

Salary: USD 106,650 - 191,970 annually
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental LeaveAdoption AssistancePaid LeaveWellness StipendLearning BudgetPaid Volunteer

Key Requirements

  • •Bachelor’s degree, or 4 additional years of relevant education and/or experience.
  • •8+ years of customer service or sales experience.
  • •3+ years of direct team lead, supervisory, or management experience.
  • •Demonstrated experience staffing, planning, and managing processes in sales and service.
  • •Ability to understand, interpret, and coach employees on insurance regulatory and compliance requirements.
Experience:8+ yearsInsuranceP&C insuranceCustomer service
Education:Bachelor's
Skills:Decision-makingCritical thinkingLeadershipCoachingProcess improvement
Certifications:CPCUCLUAINS

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn