CX Manager

company

About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.

Location Requirement

Candidates must reside in an eligible U.S. state throughout employment. We are unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States.

role

About the role

As Claims Customer Experience Manager, you will lead our US-based, customer-facing Claims Operations Support teams. You’ll own performance against SLAs, KPIs, and quality standards, using data to find what’s working, what isn’t, and why. You’ll 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.

This is a leadership role for someone who builds high-performing teams, removes friction, and delivers measurable improvements across the customer experience function.

What you'll do

Performance and results

- Define what success looks like: establish meaningful KPIs, build measurement frameworks, and translate ambitious goals into clear targets and actionable plans
- Own team performance against SLAs, KPIs, and quality metrics, and 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, and turn findings into data-backed recommendations
- Partner with the Process Manager and internal 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, and recommend preventative controls so processes stay compliant and scalable as we grow

Qualifications

- 3+ years leading customer-facing operations (contact center, insurance operations, or a 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 & decisions
- Hands-on experience identifying, recommending, and implementing process improvements, workflow optimizations, and automation
- Exceptional communication skills and the ability to influence cross-functionally

What we're looking for

- A leader who sees problems before they become crises and proposes solutions, not escalations
- Define what success looks like by establishing meaningful KPIs, building measurement frameworks, and translating ambitious performance goals into clear, measurable targets and actionable plans that drive accountability and results.
- Someone who can balance short-term SLA delivery with long-term team development and process improvement
- A hands-on partner to operations and product; comfort with ambiguity and a willingness to roll up sleeves during critical periods
- Experience or comfort working in startups or fast-scaling environments
- A commitment to continuous learning and staying current with industry trends in claims operations and insurtech

Benefits

- Generous health-insurance package with nationwide coverage, vision, & dental
- 401(k) retirement plan with employer matching
- Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
- Generous family leave policy after 8 months of continuous work
- Work from anywhere to facilitate your work life balance
- Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!