Director, Insurance Sales and Service - Distribution and Service

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.

As a dedicated Director, Insurance Sales & Service – Distribution 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 member 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 5 days per week. This position will be based at the Colorado Springs office. Relocation assistance is not available for this position.

Directs, leads and motivates team members in operational strategy development and day-to-day planning and execution of contact center operations and performance. Build 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. Ensure 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 or more years of customer service or sales experience. 3 or more years of direct team lead, supervisory or management experience. Strong decision-making and critical thinking 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.