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Reserv is a venture-backed insurtech (founded 2022, backed by Bain Capital and Altai Ventures) building AI and automation technology to modernize insurance claims processing. The company focuses on automating manual tasks and improving efficiency for TPAs, insurance technology providers, and adjusters.
As Claims Customer Experience Manager, you will lead Reserv's US-based, customer-facing Claims Operations Support teams. You own performance against SLAs, KPIs, and quality standards, using data to identify what's working, what isn't, and why. You coach team leaders and individual contributors to excel, partner with the Process Manager to streamline workflows, and bring frontline insight to Product and operational documentation.
Key responsibilities include:
**Performance and Results:** Define meaningful KPIs and measurement frameworks; translate ambitious goals into clear targets and actionable plans. Own team performance against SLAs, KPIs, and quality metrics; implement corrective action plans when targets are missed. Track and report the impact of every initiative against baseline metrics.
**Data and Process Improvement:** Analyze operational data to identify trends, bottlenecks, and root causes; turn findings into data-backed recommendations. Partner with Process Manager and stakeholders to align on workflows, process updates, and documentation. Identify repetitive, manual work and drive automation to free up capacity for high-value customer interactions. Surface execution gaps early and address root causes before they become operational issues.
**People Leadership:** Coach and mentor team leaders and individual contributors to build performance and accountability. Drive continuous improvement through regular one-on-ones, skip-level sessions, and team retrospectives.
**Cross-Functional Partnership:** Test and give feedback on customer-facing guides, process documentation, and training materials before rollout. Collaborate with Product on feature releases that affect CX operations, translating team feedback and operational insights into product priorities.
**Escalation and Compliance:** Serve as the escalation point for complex or sensitive customer situations. Ensure compliance with insurance regulations and client requirements. Anticipate compliance and governance risks across phone, email, and automated interactions; recommend preventative controls.
This is a leadership role for someone who builds high-performing teams, removes friction, and delivers measurable improvements across the customer experience function.
**Requirements:**
- 3+ years leading customer-facing operations (contact center, insurance operations, or related field)
- Track record of measurable results such as SLA attainment, quality gains, cost savings, or throughput improvements
- Proven ability to develop and coach leaders, not just individual contributors
- Proven ability to proactively identify process inefficiencies, recommend solutions, and partner with Process and Operations teams to implement effective workflows and operational improvements
- Strong analytical skills with experience interpreting data and making data-driven recommendations and decisions
- Hands-on experience identifying, recommending, and implementing process improvements, workflow optimizations, and automation
- Exceptional communication skills and ability to influence cross-functionally
- Experience or comfort working in startups or fast-scaling environments preferred
- Commitment to continuous learning and staying current with industry trends in claims operations and insurtech
Location requirement: Candidates must reside in an eligible U.S. state throughout employment. Unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States.
