Change Management Lead

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 adjusters 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.

We are hiring a Change Management Lead to drive effective, structured product launches and process transformations across the organization. In this role, you will execute our change management framework to drive consistent adoption and operational efficiency across teams.

You will lead cross-functional coordination for rollouts, clearly document changes and their impacts, develop training and communication materials, and manage all change- related communications. Following execution, you will track adoption and outcomes to ensure changes deliver their intended value. You will serve as a visible champion of change across the organization.

You will partner closely with Product, Operations, and Leadership to translate technical changes into clear, actionable guidance for claims adjusters, customer service representatives, and other internal teams, as well as develop customer-facing materials when needed. This is a high-impact role that directly influences how effectively the organization adapts and scales, ensuring that every change, from new tool launches to process updates, is implemented with consistency, clarity, and rigor.

As the organization grows and the pace of change increases, you will have the opportunity to build and scale the change management function.

We need you to do all the things typical to the role:

• Refine and execute a standardized change management framework for product and process changes, including documentation standards, championing and communication protocols, and measurement approaches.
• Create clear, user-friendly documentation for internal changes, including SOPs, process guides, knowledge base articles, and quick reference materials tailored to different audiences (frontline adjusters, managers, directors).
• Document and maintain a structured and organized change history that provides an accurate, reliable record of prior-state processes and current-state practices.
• Develop and deliver structured, multi-channel communication strategies for change rollouts, including organization-wide and team-level announcements, champion training, FAQs, video tutorials, and training resources.
• Design and execute pilot programs for broader changes, facilitating structured feedback, and running debriefs to capture lessons learned before broader rollout.
• Build and maintain measurement frameworks and dashboards to track adoption, usage, and impact of changes, surfacing insights on what's working and what needs adjustment.
• Partner with executives and managers to equip them as change champions and coaches, ensuring they understand, support, and actively reinforce changes with their teams through readiness sessions and ongoing enablement.
• Collaborate with product, operations, and claims leadership to translate technical changes into clear user guidance and ensure changes are communicated effectively through all management channels.
• Continuously improve change management approaches based on feedback and lessons learned, helping to foster Reserv’s ability to scale with agility.

• 3+ years of experience in a dedicated change management role, process transformation role, or similar positions in operations, training/enablement, or a related role with a focus on cross-functional rollouts in a remote environment.
• Excellent organizational and project management skills, with the ability to manage deadlines across recurring workflows and coordinate with cross-functional partners.
• Proven experience creating clear, concise documentation such as SOPs, process guides, training materials, or internal communications for operational or technical changes.
• Strong written and verbal communication skills, including the ability to translate complex information into user-friendly guidance for diverse audiences.
• Experience using business intelligence tools (e.g., Looker, Tableau, Power BI) to track metrics, analyze data, and report on adoption and impact.• Demonstrated ability to manage multiple concurrent projects and prioritize effectively in a fast-paced, evolving environment.
• Strong attention to detail with a commitment to accuracy, consistency, and quality in all deliverables.
• Demonstrated ability to maintain structured documentation that clearly captures updates, decisions, and historical context over time.
• Comfort working in ambiguity and building processes from the ground up with minimal oversight.
• Excited about Artificial Intelligence tools, with any sort of experience using them in a personal or professional context.

Nice-To-Have Qualifications:

• Experience with tools such as Notion or Loom for documentation, knowledge management, and video-based training.
• Experience related to insurance operations, claims operations and/or customer service operations. (Property and Casualty experience is a plus!)
• Familiarity with deploying Artificial Intelligence and Machine Learning tools to internal and/or external users, and product rollout processes.

• 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. If you believe you are a good fit for this role, we would love to hear from you!