[Hiring] CX Manager @Reserv

Role Description

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.

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

Requirements

• 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!