Bobby Jones

Senior Property & Casualty insurance leader with 20+ years of experience leading large, multi-site contact center and service organizations within USAA and State Farm. Proven leader of 100 – 500+ employee workforces delivering service and retention outcomes through workforce strategy, operational excellence, financial stewardship, and regulatory compliance. Recognized for improving member experience, optimizing capacity, reducing expenses, and leading enterprise transformation initiatives aligned with USAA's mission.

DIRECTOR OF CLAIMS OPERATIONS - USAA - Phoenix, AZ

(2018-10)

Leads and develops a geographically dispersed contact center style service organization of 100+ direct and indirect employees translating strategic vision into operational execution aligning people, processes, and technology to deliver complaint, efficient, and high-quality service experiences in support of a member-first mission.

• Drove $82.6M in fiscal impact by implementing claims processing efficiencies, strategic workforce allocations, and leveraging advanced analytics for risk mitigation
• Led innovation efforts delivering $1.9M ROI adopting IA-driven claim assessment tools and automation
• Delivered a 13% reduction in operating expenses and $2.4M in projected annual cost savings through operational redesign and process optimization
• Championed digital transformation initiatives, including member self-service tools projected to save $4.6M in operational cost by improving workflow efficiency and reducing manual workload
• Implemented in-office claim handling program increasing desk adjusting accuracy by 20% while reducing claim overpayments and rework by an estimated $2.9M in operational expenses
• Led cross-functional collaboration between innovation and operational teams integrating AI tools resulting in $840K ROI and $2.5M LAE
• Collaborated with cross-functional business units to developed and enhance a Near Real Time (NRT) dashboard system providing performance visibility and actionable insights across in-office operations
• Accountable for operational strategy, workforce capacity planning, budget stewardship, service delivery, and compliance within a regulated insurance environment
• Drive key performance metrics including satisfaction, speed to answer, occupancy, productivity, quality, and expense management
• Lead recruitment, coaching, and development of multi-level leaders to improve engagement, retention, and performance
• Collaborate with product, technology, and risk partners to modernize systems and enable digital self-service experiences

LEAD BUSINESS PROCESS CONSULTANT - USAA - Phoenix, AZ

(2021-03 - 2021-10)

Directed enterprise-wide process improvements within Property Catastrophe Operations, strengthen workforce management, compliance controls, and mitigating operational risk. Partnered with cross-functional key stakeholders to redesign workflows, cycle time, service quality, and cost efficiency during catastrophe events. Enhanced member claim experiences and employee work environments ensuring standard operational practices aligned with regulatory standards and service objectives.

Operations Claim Section Manager - State Farm Insurance - Dallas, TX

(2012-01 - 2018-12)

Directed large-scale Auto and Property claims contact centers style operations serving a national policyholder base, leading 500+ direct/indirect employees and third-party resources across multiple geographic regions. Accountable for translating enterprise strategy into measurable business outcomes through effective workforce planning, regulatory compliance, and operational excellence. Led specialized litigation and investigation teams, applying deep technical expertise to resolve complex claims, mitigate risk, and ensure consistent, high-quality performance across all sites.

Master of Science - Management and Leadership - WESTERN GOVERNORS UNIVERSITY

Bachelor of Arts - Sociology, Concentration in Business and Society - WAKE FOREST UNIVERSITY