Director, Member Solutions

Purpose of Job

We are seeking a talented Director for the USAA Insurance Agency in our San Antonio home office.

Serves as a team leader, coach, counselor, mentor and teacher to a team of managers, responsible for leading customer contact professionals focused on a variety of insurance, lending and banking products. May serve as leader and be responsible for leading managers focused on Mortgage Originations. Serves as an owner of a business process and/or program. Provides coordination with internal and external service providers in the delivery of USAA Service and Acquisition to its customers. Accountable for implementation of regional strategic and operational plans to achieve success within Key Result Areas. Works closely with executive management and ensures the appropriate coordination and implementation of initiatives, campaigns, programs and projects.

Job Requirements

  • Serves as leader by clearly demonstrating that delivering an exceptional member experience is the primary goal and is obtained through the highest standards of integrity, ethics, loyalty, competence, quality and fairness.
  • Responsible for teams providing the member with the appropriate product solutions to meet his/her needs, revenue/product goal attainment, and compliance with regulatory requirements.
  • Supports achievement of business objectives through effective management of resources and maximizes the positive impact of information and technology on business operations and member experience delivery.
  • Creates concepts and provides direction.
  • Eliminates roadblocks to execute programs and ensures the effectiveness of implementation of both operational and strategic plans.
  • Identifies opportunities to improve changes in organization, processes and procedures to promote maximum efficiency and improve the member experience.
  • May serve as an owner of a business process and/or program.

Minimum Requirements

  • Bachelor's Degree or 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.
  • 8 or more years (any combination) of relevant financial services experience.
  • 3 or more years of management experience.
  • Acquisition and maintenance of applicable insurance licenses.


  • Extensive experience in call center and insurance operations
  • Expertise in call center design, start-up and continuous improvement
  • 4+ years in leadership/management to include experience working with multiple Property & Casualty insurance carriers 
  • 4+ years Agency operations experience
  • Proven ability to work in dynamic and agile environment
  • Proven ability to stay abreast of changes in the insurance and financial services industries

***Selected candidates will attend and complete the Management Development School program in San Antonio, TX, during their first six months in position.***

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.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers.

Relocation assistance is available for this position.