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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. Founded in May 2022, Reserv is scaling rapidly and seeking an Operations Lead to own the product change management function.
This role reports to the Operations Principal, Change, and sits at the intersection of Product, Technology, and Claims Operations. You will own the complete product launch lifecycle—from engineering handoff through organizational adoption and measurement. Your core responsibility is ensuring that shipped features translate into actual operational change, with measurable adoption across adjusters, managers, and customer-facing teams.
Key responsibilities include:
**Launch Readiness**: Execute every product launch against a standardized readiness checklist covering pilot decisions, process documentation, change plans, training materials, communications, onboarding updates, adoption metrics, and SOPs. You will assemble evidence for sign-off, flag gaps early, and recommend which elements each release requires.
**Launch Program Management**: Own the end-to-end roadmap of product launches, managing timelines from initial estimates through go-live and stabilization. You will sequence concurrent launches, design pilots with ringfenced groups before company-wide rollout, hold dates when uncomfortable, and escalate with specifics when releases aren't ready.
**Training, Enablement, and Communications**: Build and execute multi-channel training and communications plans for each launch, including announcements, FAQs, video walkthroughs, live sessions, office hours, and tracked completion. Coordinate with Product on how-to materials and with Learning & Development to keep new-hire onboarding current.
**Adoption Measurement and Feedback**: Define adoption and failure metrics before go-live and build reporting with the Data team. Feed usage data into regular reports for team leads, managers, and directors. Manage feedback channels including adjuster panels, pilot debriefs, and issue-reporting workflows, carrying field insights back to Product.
**Metrics and Data Management**: Continuously track success metrics and make data-driven adjustments to rollouts.
You will run day-to-day execution on launches yourself and work alongside an Operations Lead who owns process change. An excellent fit has run cross-functional rollouts before, holds dates under pressure, and can communicate effectively with both adjusters and executives.
**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 manage a launch calendar with multiple concurrent rollouts against dates, including pilots, debriefs, and escalations
- Strong writing and presentation skills across audiences (adjuster-facing guides, manager-level communications, live training)
- Fluency with business intelligence tools (Looker, Tableau, Power BI) to define metrics, build reporting with data teams, and interpret results
- Detail-oriented and organized, comfortable managing multiple launches at different stages simultaneously
- Active use of AI tools in your own work and interest in applying them to launch operations
- Claims or insurance experience helpful but not required
- Bachelor's degree preferred but not required if other qualifications are strong
