Claims Director, Rideshare

About the role

At Reserv, you will 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 will own the full customer journey, ensuring every interaction is seamless, empathetic, and efficient.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• Bachelor’s degree in business, marketing, communications, or a related field (advanced degree preferred).
• 10+ years of experience in insurance claims across multiple lines; property and/or auto strongly preferred.
• 5+ years of management experience, ideally leading remote teams.
• Proven ability to deliver results, overcome obstacles, and drive continuous improvement.

Qualifications

• Technology is something that should make your life easier, not harder!
• We will listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role.
• Work toward reducing and eliminating all the administrative work from an adjuster role.
• Foster a culture of empathy, transparency, and empowerment in a remote-first environment.

Skills

• Strategic leadership
• Hands-on execution
• Customer experience strategy development
• Team leadership and development
• Operational excellence
• Cross-functional collaboration

Benefits

• 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.