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Reserv is an insurtech company founded by insurance veterans and backed by Bain Capital and Altai Ventures. The company builds AI and automation technology to streamline claims processing and bring efficiency to a historically manual industry. You will join the Strategic Operations team, which sits between Product, Technology, and Claims Operations and owns the work that translates new ways of working into organizational practice.
As Operations Lead - Process Change, you will report to the Operations Principal, Change, and own the process design and change management function across claims operations. Your core responsibilities include:
**Process Design:** Lead before-and-after process design for each change—whether product-driven or operational—working with leaders, managers, and team leads to understand what shifts in their day-to-day work. Write end-to-end processes that can be followed without further explanation and pressure-test them with the people who will execute them before launch.
**SOP Ownership and Governance:** Own the SOP library across lines of business and account variants, including its structure, currency, and governance. Draft standard language for each change, drive updates through all affected SOPs against a timeline, and build auditability that tracks who changed what and when. Partner with the Principal on the platform and workflow infrastructure for the library.
**Change Readiness:** Run process changes against a readiness standard that includes documented process, approved change plan, training and communications plan, updated onboarding, and defined metrics. Assemble evidence for sign-off and flag gaps early.
**Training, Enablement, and Communications:** Build and execute training and communications for process changes across leaders, managers, and frontline teams. Coordinate with Learning & Development to ensure new-hire onboarding reflects current processes.
**Verification and Feedback:** After each change, verify it landed in practice through SOP checks, time studies, and conversations with executing teams. Feed findings back to the Principal and claims leadership to inform future change design.
**Metrics and Data Management:** Continuously track metrics to determine success and make data-driven adjustments to rollouts.
You will work alongside the Operations Lead who owns product change (since most product releases also change processes) and with claims leadership who own the work you are documenting.
**Requirements:**
- 1–3+ years in management consulting, operational transformation, operations management, or similar role where you redesigned how a team works and documented it
- Proven ability to write process documentation that people follow: SOPs, process guides, and before-and-after write-ups for operational change
- Experience running cross-functional change against dates, with verification that it landed
- Detail-oriented and organized, with comfort maintaining structured records of changes, decisions, and history over time
- Working fluency with business intelligence tools (Looker, Tableau, Power BI) to read whether a process is being followed
- Active use of AI tools in your own work and interest in applying them to process documentation and change
- Claims or insurance experience is helpful but not required
- Bachelor's degree (lack of one should not stop you from applying if you possess all other qualifications)
