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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 for third-party administrators (TPAs), insurance technology providers, and adjusters.
The Strategic Operations team sits between Product, Technology, and Claims Operations. This role owns the change management function that transforms shipped features and redesigned processes into organizational capability—ensuring changes land effectively across the company.
As Operations Principal, you will lead two Operations Leads: one focused on product launches and adoption (readiness, pilots, training, usage validation), and another on process design and change management (work design, documentation, operational changes). You will set the standard every change must meet before go-live, sequence changes across teams, manage readiness work, and measure adoption outcomes.
Key responsibilities include:
**Change Management Framework & Governance:** Own the standard and governance for all product launches and process changes—defining sign-off requirements, evidence standards, and framework scope. Keep documentation current and decide when the framework itself needs evolution. Apply AI tools to change planning and adoption tracking.
**Function Design & Operating Cadence:** Build systematic operations through intake paths, operating cadences with Product/Data/L&D, and standardized templates and playbooks. Success is measured by consistent, predictable launches.
**Adoption Accountability & Feedback Loops:** Own adoption outcomes across the company. Set adoption and failure metrics for each change pre-launch, produce regular usage reports for leadership, and maintain feedback channels (panels, pilot debriefs, issue workflows) that inform future improvements.
**Team Leadership & Executive Communications:** Manage and develop two Operations Leads, set priorities across competing workstreams, build their judgment, and grow them as owners. Equip executives and managers as change champions. Write executive-level views of launches, adoption, and constraints—bringing operational perspective into planning while changes can still be shaped.
**Metrics & Data:** Define and implement metrics that drive team success, working with data teams to build adoption reporting and interpret results.
You will be an excellent fit if you have built or led a small team, run cross-functional change at scale, hold dates when uncomfortable, and can write for executive audiences without losing operational detail.
**Requirements:**
- 5+ years in management consulting, operational transformation, operations, or launch and enablement roles
- Experience managing people with a record of developing direct reports into owners of their own work
- Proven ability to run multi-workstream launches or operations calendars across competing priorities, including pilots, debriefs, and escalations
- Fluency with business intelligence tools (Looker, Tableau, Power BI) to define adoption metrics, build reporting with data teams, and interpret results
- Comfort with ambiguity and a track record of building functions to operate systematically
- Active use of AI tools in your own work and interest in applying them to product launches and change management
- 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)
Location requirement: Candidates must reside in an eligible U.S. state throughout employment. The company cannot hire candidates in California, Alaska, Hawaii, U.S. territories, or outside the United States.
