CX Manager

Reserv Claims

. Lead US-based, customer-facing Claims Operations Support teams .

Posted 10/15/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer-facing operations, with a focus on defining KPIs, driving process improvements, and ensuring compliance with insurance regulations. Proven ability to analyze operational data, coach leaders, and implement automation to enhance efficiency and performance.

Highest-signal resume keywords

Claims Operations LeadershipKPI Development and MeasurementProcess Improvement and AutomationData Analysis and InterpretationExceptional Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI DevelopmentData AnalysisProcess ImprovementWorkflow OptimizationAutomation ImplementationSLA ManagementQuality Metrics TrackingOperational ReportingPerformance ManagementCompliance Management

Soft Skills

Coaching and MentoringCross-Functional InfluenceContinuous Improvement MindsetProblem-SolvingTeam Collaboration

Industry Keywords

Claims OperationsInsurance RegulationsCustomer Experience (CX)Fast-Scaling EnvironmentsInsurtech

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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