Claims Director, Rideshare

Claims Director, Rideshare Claims Director, Rideshare About Reserv 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 people 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.

About

the role At Reserv, we’re reimagining what modern claims handling can be — faster, smarter, and relentlessly customer‑centric. As our Claims Director , you’ll lead a team of Claims Professionals managing real property and auto damage claims, bodily injury claims, driving operational excellence through technology, analytics, and a deep commitment to customer experience. You’ll own the full customer journey, ensuring every interaction is seamless, empathetic, and efficient. This role blends strategic leadership with hands‑on execution, requiring someone who can inspire teams, influence cross‑functional partners, and scale a claims operation built for the future. What You’ll Do Customer Experience & Strategy Develop and execute a comprehensive customer experience strategy aligned with Reserv’s mission and growth goals. Define KPIs and performance metrics to drive satisfaction, retention, and overall experience quality. Identify emerging trends and technologies to continuously evolve our claims experience. Act as the voice of the customer in key business decisions. Leadership & Team Development Build, lead, and develop a high‑performing claims team. Oversee recruitment, onboarding, coaching, and ongoing professional development. Conduct regular performance evaluations and foster a culture of excellence, innovation, and accountability. Design and implement training programs to strengthen technical, insurance, and customer service skills. Operational Excellence Serve as the escalation point for complex or sensitive customer issues, providing strategic guidance and resolution. Use data, analytics, and customer feedback to identify pain points and implement improvements. Partner with Product and Engineering to inform the development of tools, systems, and processes that enhance efficiency and outcomes. Ensure scalable, compliant, and efficient operations across all claims workflows. Cross‑Functional Collaboration Work closely with leaders across Claims Operations, Product, Engineering, and Marketing to drive customer‑centric initiatives. Influence organizational priorities and ensure alignment with broader business objectives.