Director, Claims Operations managing member service teams for USAA, focusing on delivering effective claims solutions and compliance across multiple teams.
About the role
- Manager of Data Operations overseeing data management and analysis for organizational decision-making at CLA. Leading data quality, integrity, and optimizations within a collaborative environment.
Responsibilities
- Partner with business, technology, and product teams to define roadmaps that advance operational enablement, API reliability, and integration maturity across the firm.
- Lead the establishment and enforcement of standardized operational frameworks, including incident, request, change, and problem management workflows, with ServiceNow as the system of record.
- Define and govern standards for API security, lifecycle management, documentation, and support readiness.
- Review functional and technical documentation for new or changing applications to assess operational impact, workflow integration, and supportability.
- Act as a strategic advisor by identifying opportunities to improve automation, observability, and cross-platform process consistency at the enterprise level.
- Design, document, and maintain end-to-end operational workflows using ServiceNow, flowcharting, and process modeling tools.
- Develop and enforce standardized playbooks and runbooks for API operations.
- Oversee day-to-day operational support for APIs and integrations, including performance monitoring, incident resolution, and service-level management.
- Collaborate closely with Risk, Information Security, and Information Governance teams to ensure compliant access, auditability, and adherence to standardized processes.
- Continuously refine playbooks, runbooks, and standardized processes to reduce operational risk, improve mean time to resolution, and scale support capabilities as the platform ecosystem grows.
Requirements
- 7 years of experience required
- Bachelor's degree or a combination of relevant experience and training may be considered in lieu of a degree.
- Proficiency in logical and physical database design using technologies such as Microsoft SQL Server and PostgreSQL.
- Experience with big data platforms, including Azure Data Lake, Azure Databricks, and Azure Data Factory.
- Strong understanding of API development, system integrations, and ETL processes, including modern data‑movement and orchestration practices.
- Advanced fluency in SQL and SSIS for data querying, transformation, and pipeline development.
- Familiarity with additional programming languages, such as Java, Python, or Microsoft .NET, to support data engineering, automation, and application integration efforts.
Benefits
- Flexible PTO (designed to offer flexible time away for you!)
- Up to 12 weeks paid parental leave
- Paid Volunteer Time Off
- Mental health coverage
- Quarterly Wellness stipend
- Fertility benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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