Deedra Jones
Operations Manager
Suffolk,VA
Summary
Mission-driven servant leader with more than 21 years of progressive experience of managing and leading casualty, injury, auto, and property claims while serving military members, veterans, and their families. Committed Eight-year United States Air Force Veteran with a passion for delivering exceptional service, developing high-performing teams, and creating innovative operational strategies that improve member outcomes, employee engagement, and organizational performance.
Recognized for building collaborative, mission-focused cultures where employees are empowered to excel, embrace change, and deliver outstanding service to those who have served our nation. Proven ability to leverage data, operational insights, technology, and cross-functional partnerships to drive continuous improvement, regulatory compliance, quality assurance, and claims excellence while remaining steadfast in the commitment to serving military families with integrity and compassion.
Overview
2
2
Languages
1
1
Certification
21
21
years of professional experience
Work History
Operations Manager - Insurance
USAA | August 2017 to July 2026
08.2017 - 07.2026
- Led high-performing teams responsible for investigating and resolving complex auto property damage and attorney-represented casualty claims while supporting USAA's mission of serving military members, veterans, and their families.
- Developed innovative coaching strategies that strengthened claims handling expertise, liability investigations, coverage analysis, negotiation effectiveness, and litigation resolution.
- Partnered with internal and external legal counsel to achieve timely, fair, and compliant resolution of complex casualty claims and litigation.
- Fostered an engaged, mission-focused culture through servant leadership, continuous coaching, mentorship, and transparent employee development.
- Utilized operational metrics, trend analysis, and performance data to guide strategic decisions that improved business results and operational efficiency.
- Recruited, developed, and mentored claims professionals, strengthening talent pipelines and supporting career progression across the organization.
- Championed innovative process improvements that enhanced operational effectiveness, member experiences, and cross-functional collaboration.
- Directed operational risk management initiatives while ensuring adherence to regulatory requirements, company policies, and ethical claims practices.
- Removed operational barriers, encouraged innovation, and successfully led teams through organizational change within a complex matrix environment.
- Served on the Military Acumen Leadership Team, creating executive-level presentations that strengthened military awareness, leadership development, and organizational alignment.
- Deployed as Catastrophe Team Assistant Site Director during Hurricane Sally, leading claims operations that delivered timely support and compassionate service to members impacted by catastrophic losses.
- Served as Claims Quality Team Lead, partnering across the enterprise to identify compliance trends, improve quality performance, and strengthen regulatory outcomes.
- Collaborated in developing the Dr. Martin Luther King Jr. Living Museum, supporting organizational diversity, inclusion, and employee engagement initiatives.
Casualty Claims Adjuster, Automobile and Property
USAA Insurance | February 2005 - August 2017
02.2005 - 08.2017
- Investigated, evaluated, negotiated, and resolved complex third-party injury claims while providing compassionate service to military members and their families.
- Built trusted relationships with members, claimants, attorneys, and business partners by delivering fair, timely, and policy-compliant claim resolutions.
- Mentored newly hired casualty adjusters, accelerating onboarding and strengthening technical claims capabilities.
- Supported new employee orientation by representing organizational values and educating employees on military culture and community engagement.
- Collaborated with the Special Investigation Unit (SIU) to investigate complex, high-risk claims requiring detailed analysis and sound judgment.
- Supported catastrophe operations during Hurricane Sandy by resolving auto and property claims for members impacted by widespread disaster, ensuring timely assistance during critical moments.
Education
Bachelor of Science - Marketing Management And Research
University of Phoenix
Tampa, FL05-2007
MBA - Marketing Management And Research
American InterContinental University
Weston, FL12-2013
Skills
- Operational efficiency
- Staff development
- Workflow optimization
- Claims management
- Teamwork and collaboration
- Performance management
- Risk management
- Project management
- Time management abilities
- Hiring and onboarding
- Conflict resolution
- Customer relationship management
Certification
- United States Air Force
Pharmacy Technician | Air Medical Evacuation Squadron Technician
February 1995 – February 2003
- Honorably served eight years supporting military readiness through pharmaceutical operations and aeromedical evacuation support.
- Managed controlled substances and hazardous materials while maintaining strict military regulatory compliance.
- Awarded Airman of the Quarter for outstanding leadership, mentorship, and mission performance.
- Supervised satellite pharmacy operations and prepared life-saving medical kits supporting military personnel deploying worldwide.
Languages
English
Native or Bilingual
Spanish
Elementary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefits401k matchWork from home optionPaid time offStock Options / Equity / Profit SharingAffiliations
- United States Air Force - Veteran
Interests
Volunteerism
Timeline
Operations Manager - Insurance
USAA | August 2017 to July 2026
08.2017 - 07.2026
Casualty Claims Adjuster, Automobile and Property
USAA Insurance | February 2005 - August 2017
02.2005 - 08.2017
MBA - Marketing Management And Research
American InterContinental University
Bachelor of Science - Marketing Management And Research
University of Phoenix