Remote CX Operations Lead — Data-Driven Excellence

Reserv Claims Analysis, LLC; Atlanta (GA); Hybrid; USD 95,000 - 150,000; Full time

Benefits offered by this job

Generous health insurance

401(k) with employer matching

Competitive PTO policy

Generous family leave policy

Work from anywhere

Job summary

Reserv is seeking a Claims Customer Experience Manager to lead US-based customer-facing operations, owning SLAs and KPIs while driving measurable CX improvements. You will coach leaders, streamline workflows with the Process Manager, and bring frontline insights to product and documentation.

The role emphasizes building high-performing teams, removing friction, and delivering data-driven outcomes across claims operations in a fast‑moving insurtech environment.

Qualifications

• 3+ years leading customer-facing operations (contact center, insurance operations, or related).
• Proven track record of measurable results in SLA attainment, quality gains, or throughput.
• Proven ability to develop and coach leaders and teams.
• Strong data interpretation and data-driven decision making.
• Experience with process improvements, workflow optimizations, and automation.

Responsibilities

• Define success through meaningful KPIs, measurement frameworks, and clear targets.
• Own performance against SLAs, KPIs, quality metrics, and corrective actions.
• Analyze data to identify trends and bottlenecks and make data-backed recommendations.
• Collaborate with Process Manager to align workflows, updates, and documentation.
• Coach leaders and contributors; drive continuous improvement and accountability.
• Collaborate with Product to translate feedback into priorities; support compliance.

Skills

Leadership

Customer Operations

Analytics

Process Improvement

Coaching

Cross-functional Collaboration

Communication

Job description

Reserv is seeking a Claims Customer Experience Manager to lead US-based customer-facing operations, owning SLAs and KPIs while driving measurable CX improvements. You will coach leaders, streamline workflows with the Process Manager, and bring frontline insights to product and documentation.

The role emphasizes building high-performing teams, removing friction, and delivering data-driven outcomes across claims operations in a fast‑moving insurtech environment.