Tatum McKibbin
Director, Business Process Ownership @ USAA Leading Claims Communication Ecosystem National DE&I Leader | Cross-skilled Claims leader
- Role
- Director, Business Process Ownership at USAA
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Tatum McKibbin
As a Director of Business Process Ownership within USAA’s Claims organization, I oversee the Claims Communication Ecosystem across both Auto and Property lines. My team is focused on advancing the way we communicate with members through innovation, automation, and technology—transforming complex communication processes into seamless, personalized, and efficient experiences.With a passion for driving meaningful change, I partner across the enterprise to align business strategy, operational design, and digital enablement, ensuring our communication solutions deliver clarity, compliance, and compassion at every touchpoint.In addition to my core role, I serve as the National Co-Chair for Dunamis, an Employee Impact Group at USAA dedicated to advancing equity, fostering belonging, and empowering diverse voices across all regional chapters.
Experience
Director, Business Process Ownership
Aug 2025 — Present · US
Serve as Director of Business Process Ownership within USAA’s Claims organization, overseeing the enterprise-wide Claims Communication Ecosystem across both Auto and Property lines. I lead a team focused on advancing and optimizing how we communicate with members through automation, AI, and digital enablement—ensuring our processes are seamless, compliant, and member-centric. • Direct enterprise strategy for claims communication, aligning business operations, technology, and compliance to enable clarity, consistency, and efficiency across all channels • Drive initiatives that modernize communication through advanced automation and workflow optimization, reducing manual effort and elevating the member experience • Partner with IT, Legal, Compliance, and Experience Modernization teams to build scalable frameworks that enhance governance and operational alignment • Oversee two-way texting and letter automation efforts that transform how adjusters and members connect, supporting our Claims Evolution strategy. • Champion innovation, collaboration, and cross-functional process ownership to strengthen operational agility and enterprise readiness
Education
American Educational Institute
Senior Claims Law Associate Designation
2016
Walden University
Doctor of Business Administration DBA, Human Resource Law
Southern New Hampshire University
Master of Business Administration MBA, Human Resources Management
2015 — 2016
Southern New Hampshire University
Bachelor of Business Administration - BBA, Business Administration and Management, General
2011 — 2015
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