Claims Director

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 adjusters 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.

At Reserv, we’re reimagining what modern claims handling can be — faster, smarter, and relentlessly customer‑centric. As our Claims Director, you’ll lead a team of Claims Professionals managing real property and auto damage claims, driving operational excellence through technology, analytics, and a deep commitment to customer experience.

You’ll own the full customer journey, ensuring every interaction is seamless, empathetic, and efficient. This role blends strategic leadership with hands‑on execution, requiring someone who can inspire teams, influence cross‑functional partners, and scale a claims operation built for the future.

Who You Are

• A seasoned customer experience leader with a track record of delivering measurable improvements.
• Skilled at designing and optimizing multi‑channel experiences — onboarding, engagement, support, and beyond.
• Analytical by nature, using data and insights to guide decisions and elevate performance.
• A collaborative, motivating leader who builds strong teams and fosters a customer‑first culture.
• An exceptional communicator who can engage confidently with executives and frontline staff alike.
• Experienced in insurance claims (property and/or auto strongly preferred) and energized by the opportunity to modernize the industry.
• And yes — you bring a sense of humor. Claims work is serious, but the people doing it don’t have to be.

What You’ll Do

Customer Experience & Strategy

• Develop and execute a comprehensive customer experience strategy aligned with Reserv’s mission and growth goals.
• Define KPIs and performance metrics to drive satisfaction, retention, and overall experience quality.
• Identify emerging trends and technologies to continuously evolve our claims experience.
• Act as the voice of the customer in key business decisions.

Leadership & Team Development

• Build, lead, and develop a high‑performing claims team.
• Oversee recruitment, onboarding, coaching, and ongoing professional development.
• Conduct regular performance evaluations and foster a culture of excellence, innovation, and accountability.
• Design and implement training programs to strengthen technical, insurance, and customer service skills.

Operational Excellence

• Serve as the escalation point for complex or sensitive customer issues, providing strategic guidance and resolution.
• Use data, analytics, and customer feedback to identify pain points and implement improvements.
• Partner with Product and Engineering to inform the development of tools, systems, and processes that enhance efficiency and outcomes.
• Ensure scalable, compliant, and efficient operations across all claims workflows.

Cross‑Functional Collaboration

• Work closely with leaders across Claims Operations, Product, Engineering, and Marketing to drive customer‑centric initiatives.
• Influence organizational priorities and ensure alignment with broader business objectives.

Requirements

• Bachelor’s degree in business, marketing, communications, or a related field (advanced degree preferred).
• 10+ years of experience in insurance claims across multiple lines; property and/or auto strongly preferred.
• 5+ years of management experience, ideally leading remote teams.
• Proven ability to deliver results, overcome obstacles, and drive continuous improvement.

• 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

• 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!

Additionally, we will

• Listen to your feedback to enhance and improve upon the long-standing challenges of managing a claim portfolio

• Work toward reducing and eliminating all the administrative work from an adjuster role

• Foster a culture of empathy, transparency, and empowerment in a remote-first environment

At Reserv, we value diversity and believe that a variety of perspectives leads to innovation and success. We are actively seeking candidates who will bring unique perspectives and experiences to our team. We welcome applicants from all backgrounds and encourage those from underrepresented groups to apply. If you believe you are a good fit for this role, we would love to hear from you!