CX Manager

🔥 7 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Reserv Claims

WebsiteLinkedInAll Job Openings

1 - 10 employees

🛡️ Insurance

☁️ SaaS

🤖 Artificial Intelligence

Insurance • SaaS • Artificial Intelligence

Reserv Claims is a B2B SaaS provider and third-party administrator (TPA) specializing in property & casualty (P&C) insurance claims. The company combines an AI-driven claims automation engine, a network of trained adjusters, configurable workflows, and analytics/APIs to help carriers, MGAs, and underwriters process claims more efficiently and deliver better outcomes. Reserv emphasizes a modern technology stack, data-driven reporting, white-glove service, and global operations across North America, the UK, and the EU.

📋 Description

• Lead US-based, customer-facing Claims Operations Support teams • Define meaningful KPIs, build measurement frameworks, and translate goals into clear targets and actionable plans • Own team performance against SLAs, KPIs, and quality metrics • Implement corrective action plans when targets are missed • Track and report the impact of initiatives against baseline metrics • Analyze operational data to identify trends, bottlenecks, and root causes • Partner with the Process Manager and internal stakeholders on workflows, process updates, and documentation • Identify repetitive, manual work and drive automation • Coach and mentor team leaders and individual contributors • Drive continuous improvement through one-on-ones, skip-level sessions, and team retrospectives • Test and provide feedback on customer-facing guides, process documentation, and training materials • Collaborate with Product on feature releases affecting CX operations • Serve as the escalation point for complex or sensitive customer situations • Ensure compliance with insurance regulations and client requirements • Anticipate compliance and governance risks across phone, email, and automated interactions and recommend preventative controls

🎯 Requirements

• Candidates must reside in an eligible U.S. state throughout employment • Unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States • 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 • Experience or comfort working in startups or fast-scaling environments • 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 • 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