CX Process Manager

Reserv • Atlanta, GA

5d • Remote

About The Position

We are looking for a CX Process Manager to own the design, execution, and continuous iteration of our customer experience and claims support processes. This role is fundamentally about building and sustaining well-functioning operations: mapping how work gets done, closing gaps, and ensuring every process change lands as intended. Our shared services partners are an integral part of how we deliver on CX, and you will be responsible for ensuring that their workflows are designed to support them just as effectively as our in-house teams. You will work across claims, CX, and operations to drive alignment, eliminate friction, and raise the bar on every customer interaction — building the process foundation that makes exceptional CX repeatable and scalable.

Requirements

• 3+ years in CX operations, process management, or claims support, with demonstrated ownership of process design and not just execution
• Hands-on experience mapping, documenting, and improving operational workflows
• Experience leading the people side of operational change, including stakeholder communication, training rollout, adoption measurement, and feedback integration
• Familiarity working alongside or within a BPO or shared services environment; understands how to design processes that travel well across delivery teams
• Familiarity with LLMs and prompt design to support process and operational workflows
• Comfortable working with performance data to identify trends, build reports, and make evidence-based recommendations to leadership

Nice To Haves

• Insurance or claims experience preferred; proactive and detail-oriented with a bias toward clarity and execution in fast-moving environments

Responsibilities

• Own end-to-end documentation and ongoing improvement of CX and claims support workflows, from intake through resolution, across all delivery channels and regions.
• Identify inefficiencies, handoff gaps, and inconsistencies; prioritize and lead structured improvement initiatives with clear owners and measurable outcomes.
• Build and maintain SOPs, process maps, and training-ready documentation that reflect how work is actually performed, not just how it should be on paper.
• Ensure processes are designed with shared services and BPO teams in mind, not adapted for them after the fact, so offshore partners can execute with the same quality standards as in-house staff.
• Partner with BPO team to monitor performance against SLAs and quality benchmarks; lead calibration sessions and process reviews as part of the regular operating cadence.
• Support BPO onboarding and transitions with clear process documentation and structured knowledge transfer.
• Lead the change management engagement and interaction for process updates and operational improvements, including communication planning, stakeholder readiness, training coordination, and adoption tracking.
• Serve as a bridge between process design and frontline execution, ensuring changes are understood, adopted, and embedded rather than just announced.
• Develop feedback loops to surface adoption barriers early and iterate on rollout approaches based on what is actually working in practice.
• Work closely with claims, CX, and operations leadership to align on process priorities, gather frontline input, and maintain a shared view of what good looks like; also serving as a CX subject matter expert and liaison to the product team in support of the CX Director.
• Provide leadership with regular reporting on process health, improvement pipeline status, and operational risk areas.
• Partner with Onboarding and Account Management Team to ensure SOPs, documentation, and CX team training are complete and validated before launch.

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. Technology is something that should make your life easier, not harder!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed