Claims Director

Reserv • Atlanta, GA

1d • Remote

About The Position

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, 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.

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.

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.
• 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.

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
• 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!
• Listen to your feedback to enhance and improve upon the long-standing challenges of managing a claim portfolio
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees