VP, Claims Process

Reserv•Atlanta, GA

About The Position

Reserv has built a proprietary multiagent AI-driven system that runs against all claims, surfaces critical files, resolves data issues, and prevents errors at the point of work rather than catching them after. It's live across the full book. The operating model — the prescriptive workflow that governs how managers and adjusters use it, act on what it surfaces, and document their work — is being architected from first principles around the technology. You'll own that work alongside David: setting the hour-by-hour workflow standards, coordinating with QA to keep its auditing aligned with how we actually run claims, and working closely with the technology team to translate the system's capabilities into concrete workflow design. When the system evolves, the operating model evolves with it. The right person has done this before — managed the operations of a large claims or claims-adjacent organization with the kind of metric-driven rigor that means per-adjuster, per-manager accountability, not just aggregate reporting. And they've done it alongside a technology team actively changing the workflow underneath them. Insurance background is strongly preferred; we'll also talk to operators who have run large production workforces through technology-driven transformation in adjacent industries.

Requirements

8–12+ years running claims process/operations or a closely adjacent function at meaningful scale — enough that you've had to build systems for other people to execute, not just execute them yourself
A track record of managing at the unit level — per-adjuster, per-manager data as the actual instrument of management, not just reporting you review
Direct experience collaborating with engineering or product teams on technology-driven workflow transformation — not adjacent to it; actually doing it
Insurance background strongly preferred; will consider candidates from industries where technology is actively transforming a large production workforce
Experience working across QA, operations, and technology simultaneously — you've had to move between all three and get them pointed at the same thing
Bachelor's degree (lack of one should not stop you from applying if you possess all the other qualifications)

Responsibilities

Build and own the prescriptive claims operating model — the hour-by-hour workflow that governs how adjusters and managers work with the system across every account.
Keep the operating model current as the system's capabilities develop and the book of business changes.
Coordinate QA's work so it stays aligned with the operating model.
Translate QA's findings into workflow changes.
Own the loop between what QA surfaces and how the adjuster and manager workflow responds.
Work with the technology team to understand the system's capabilities and constraints, and translate that understanding into workflow design.
Ensure the operating model reflects system changes.
Drive adoption of the prescriptive model across ~600 people.
Own the cascade from leadership through managers and adjusters.
Build the reporting structures that surface where adoption is lagging.
Build the systems that connect AI outputs to performance management — critical-claims attribution, per-adjuster and per-manager reporting, and the framework for tying what the system surfaces to how we evaluate the people running the claims.