Remote Claims CX Leader - Automation & Ops Coach

Reserv; Atlanta (GA); Remote; USD 105,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Vision

Dental

401(k) matching

PTO

Family leave policy

Work from anywhere

Apple laptop

Large monitor

Job summary

Reserv is seeking a Claims Customer Experience Manager to lead US-based, customer-facing Claims Operations Support teams. You will own performance against SLAs, KPIs, and quality standards, and coach team leaders to excel while partnering with Product to improve workflows and documentation.

This leadership role requires building high-performing teams and delivering measurable improvements across the customer experience function.

Qualifications

• 3+ years leading customer-facing operations (contact center, insurance operations, or related field).
• Track record of measurable results (SLA attainment, quality gains, cost savings, throughput).
• Proven ability to develop and coach leaders, not just individual contributors.
• Proven ability to identify process inefficiencies and implement improvements with Operations teams.
• Strong analytical skills with data-driven recommendations and decisions.
• Hands-on experience driving automation and workflow optimization.

Responsibilities

• Define success by establishing KPIs, measurement frameworks, and targets.
• Own team performance against SLAs, KPIs, and quality metrics; apply corrective action as needed.
• Analyze operational data to identify trends, bottlenecks, and root causes; propose data-backed changes.
• Partner with Process Manager and stakeholders to align workflows and documentation.
• Coach leaders and individual contributors to build performance and accountability.
• Collaborate with Product to translate feedback into actionable product priorities.

Skills

Leadership

Customer operations

Data analysis

Process improvement

Cross-functional collaboration

Communication

Job description

Reserv is seeking a Claims Customer Experience Manager to lead US-based, customer-facing Claims Operations Support teams. You will own performance against SLAs, KPIs, and quality standards, and coach team leaders to excel while partnering with Product to improve workflows and documentation.

This leadership role requires building high-performing teams and delivering measurable improvements across the customer experience function.