Operations Lead - Product Change

Reserv; Atlanta (GA); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Competitive PTO

Family leave policy

Remote work

Equipment provided

Job summary

Reserv is an insurtech redefining claims through AI and automation. The Strategic Operations team owns the launches, coordinating with Product, Tech, and Claims Operations to translate features into actionable changes for the organization.

You will own the product side of launches: readiness, pilot design, training, communications, and adoption reporting for every release. You’ll run day-to-day execution and collaborate with the Operations Lead on change management.

Qualifications

• 1-3+ years in management consulting or operational transformation.
• Proven ability to manage a launch calendar with multiple rollouts.
• Strong writing and presentation skills for diverse audiences.
• Fluency with BI tools to define adoption metrics and reporting.
• Detail-oriented with ability to manage several launches in flight.

Responsibilities

• Launch Readiness: ensure end-to-end readiness, training, and adoption materials.
• Launch Program Management: own roadmap from estimate to go-live and stabilization.
• Training, Enablement, and Communications: build multi-channel training and comms.
• Adoption Measurement: define metrics and feed data to leadership reports.
• Metric and Data Management: track and adjust rollouts based on data.

Skills

Management consulting

Operational transformation

Operations management

Launch calendar management

Effective writing

Presentation skills

BI tools literacy

Data-driven decision making

AI in workflows

Detail oriented

Multi-launch coordination

Education

Bachelor’s degree

Tools

Looker

Tableau

Power BI

Job description

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.

About the Role

Reports to the Operations Principal, Change. The Strategic Operations team sits between Product, Technology, and Claims Operations and owns the work that turns a shipped feature into a change the organization actually runs on.

We build most of our own technology, and the pace at which it reaches adjusters, managers, and customer-facing teams is picking up as the company scales. Each release changes how work is completed at Reserv, and each one needs someone who owns the stretch between "engineering says it’s ready" and "the people who do the work have changed how they do it, and we can see it in the data." That is this role.

You own the product side of the function: the launch runway, readiness against the standard, pilot design, training and communications, and adoption reporting for every release. You will run day-to-day execution on launches yourself and work alongside the Operations Lead who owns process change. You will be an excellent fit if you have run cross-functional rollouts before, hold dates when it’s uncomfortable to, and can write for an adjuster in the morning and a manager in the afternoon.

Duties & Responsibilities

Launch Readiness: Run every product launch against the readiness standard: pilot-or-not decided, end-to-end process documented, change plan approved, training and communications planned, materials built, onboarding updated, adoption metrics live, and SOPs current. Assemble the evidence for sign-off, flag gaps early, and recommend how much of the standard a given release needs.

Launch Program Management: Own the roadmap of product launches end to end, from the first estimate of when a release lands through go-live and stabilization. Hold dates, sequence launches that affect the same teams, design pilots with a ringfenced group before company-wide rollout, and elevate to the Principal and Product with specifics when a release isn’t ready.

Training, Enablement, and Communications: Build and execute the training and multi-channel communications plan for each launch for leaders, managers, and frontline teams: announcements, FAQs, video walkthroughs, live sessions, office hours, and tracked completion. Coordinate with Product on how-to materials and with Learning & Development so new-hire onboarding reflects the current state.

Adoption Measurement and Feedback: Define adoption and failure metrics for each release before go-live and build the reporting with the Data team so it is live at launch. Feed usage into the regular report that reaches team leads, managers, and directors. Run the feedback channels for launches: adjuster and team-lead panels, structured pilot debriefs, and the issue-reporting workflow, and carry what the field learns back to Product with specifics.

Metric and Data Management: This person will be responsible for continually tracking metrics to determine success and make data-driven changes to rollouts.

Requirements

• 1-3+ years in management consulting, operational transformation, operations management, or a similar role where you redesigned how a team works and documented it.
• Proven ability to manage a launch calendar: multiple concurrent rollouts against dates, with pilots, debriefs, and escalations.
• An effective writer and presenter, from adjuster-facing guides and FAQs to manager-level communications and live training.
• Fluency with business intelligence tools (Looker, Tableau, Power BI) to define adoption metrics, build reporting with a data team, and read what the numbers say.
• Detail-oriented and organized, with real comfort holding several launches in flight at different stages.
• Active use of AI tools in your own work, and interest in applying them to how launches run.
• 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 the other qualifications).
• 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.

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