Claims Director – Rideshare
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Job Description
Claims Director leading a customer-focused insurance team at Reserv, revolutionizing claims through technology and operational excellence. Overseeing team development and driving satisfaction with innovative strategies.
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.
- 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.
- Work closely with leaders across Claims Operations, Product, Engineering, and Marketing to drive customer‑centric initiatives.
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.
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!
- Additionally, 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
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