CX Process Manager
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Job Description
CX Process Manager at Reserv focused on designing and improving claims support processes and workflows. Driving alignment across teams to enhance customer experience and operational efficiency.
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.
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
- Insurance or claims experience preferred; proactive and detail-oriented with a bias toward clarity and execution in fast-moving environments.
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!
- 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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