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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.

The Opportunity

Are you a proven sales leader with a passion for achieving results and building high-performance teams? We are seeking a dedicated **Director** to lead a large-scale, multi-carrier contact center team serving businesses across all 50 states.

In this role, you’ll provide effective coaching and support to a team of General Lines Managers and Agents with advanced knowledge of Commercial Lines Products. You'll champion a competitive sales culture focused on revenue growth, premium expansion, and multiline effectiveness. You'll also own full-funnel sales execution - managing inbound opportunities and outbound follow-ups - while demonstrating deep industry expertise to deliver exceptional outcomes. If you thrive in a fast-paced environment, excel at scoreboarding and coaching, and have a track record of exceeding high-reaching sales targets, this is your opportunity to shape the future of our commercial insurance distribution.

This role is remote eligible in the continental U.S. with occasional business travel. However, individuals residing within a 60-mile radius of a USAA office will be expected to work on-site 4 days per week.

What you'll do:

+ Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

+ Leads a team of managers to provide Commercial Lines needs assessment while employing industry knowledge of products and specialized coverages delivered through multiple Agency alliance carriers and broker markets

+ Supports achievement of business objectives including compliance and regulatory action, revenue/growth targets, call center performance and product performance through effective management.

+ Uses knowledge of carrier relationships, systems, sales process, and underwriting practices in a multi-carrier environment, positioning department for success.

+ Leads transnational change in the commercial operational team.

+ Develops and implement sales culture while maintaining service excellence.

+ Maintains high degree of General Lines industry expertise and knowledge of business segment and industry trends to facilitate and support the technical and interpersonal skills development of manager direct reports and their teams.

+ Responsible for achievement of business objectives including compliance and regulatory action, revenue/growth targets, call center performance and product performance through effective management.

+ Collaborates with internal and external partners (alliance carrier underwriting, product management) to ensure quality submissions and appropriate coverage.

+ Reviews key reporting results to include process adherence escalations and exceptions.

+ Works with external carriers and partners, using knowledge of carrier relationships, systems, sales process, and underwriting practices in a multi-carrier environment, positioning department for success.

+ Builds and leads 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 insurance sales and service experience to include at least 4 years of High Value insurance experience, Commercial Lines Insurance, or Agency or Brokerage experience.

+ 2 years of direct-to-consumer sales and service experience.

+ 3 years of management or leadership experience.

+ 2 years of Agency or Broker experience.

+ Understanding of Sales and Underwriting processes/practices.

+ Experience handling multiple carrier relationships and performance with the use of carrier systems and reporting capabilities.

+ Experience with Agency Management Systems.

+ Ability to work in dynamic and agile environment.

+ Ability to work in a multi-functional highly collaborative working group.

+ Valid Property and Casualty insurance license for home state and/or ability to obtain home state and multistate license within 90 days.

What sets you apart:

+ **Experience leading large-scale contact center operations** (100+ agents) with hybrid/remote workforce management and full funnel ownership (inbound and outbound follow-up)

+ **Deep expertise in multi-carrier commercial insurance sales** , including operational alignment and relationship management with 20+ alliance carriers and broker markets

+ **Comprehensive knowledge of commercial Business classification and multi-state regulatory compliance** , ensuring quality submissions and appropriate coverage across all 50 states

+ **Proficiency in contact center technology and CRM platforms** , with a focus on optimizing sales workflows and agent productivity

+ **Exceptional leadership skills** , with experience leading larger groups of leaders and developing high-performing teams through recruiting, retention, and advanced coaching strategies

+ US military experience through military service or a military spouse/domestic partner

**Compensation range:** The salary range for this position is: $114,080 - $218,030.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

**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.

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

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.

**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, visit our benefits page on USAAjobs.com.

_Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting._

_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._

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

_Find your purpose. Join our mission._

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static\_assets/Media/enterprise\_hr\_cpra\_notice\_at\_collection.pdf) here.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.