Change Management Lead

About Reserv

Reserv is an insurtech creating and incubating cutting‑edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture‑backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long‑standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long‑standing challenges of the claims role sounds exciting, we can’t wait to meet you.

We are hiring a Change Management Lead to drive effective, structured product launches and process transformations across the organization. In this role, you will execute our change management framework to drive consistent adoption and operational efficiency across teams.

You will lead cross‑functional coordination for rollouts, clearly document changes and their impacts, develop training and communication materials, and manage all change‑related communications. Following execution, you will track adoption and outcomes to ensure changes deliver their intended value. You will serve as a visible champion of change across the organization.

You will partner closely with Product, Operations, and Leadership to translate technical changes into clear, actionable guidance for claims adjusters, customer service representatives, and other internal teams, as well as develop customer‑facing materials when needed. This is a high‑impact role that directly influences how effectively the organization adapts and scales, ensuring that every change, from new tool launches to process updates, is implemented with consistency, clarity, and rigor.

As the organization grows and the pace of change increases, you will have the opportunity to build and scale the change management function.

• Refine and execute a standardized change management framework for product and process changes, including documentation standards, championing and communication protocols, and measurement approaches.
• Create clear, user‑friendly documentation for internal changes, including SOPs, process guides, knowledge base articles, and quick reference materials tailored to different audiences (frontline adjusters, managers, directors).
• Document and maintain a structured and organized change history that provides an accurate, reliable record of prior‑state processes and current‑state practices.
• Develop and deliver structured, multi‑channel communication strategies for change rollouts, including organization‑wide and team‑level announcements, champion training, FAQs, video tutorials, and training resources.
• Design and execute pilot programs for broader changes, facilitating structured feedback, and running debriefs to capture lessons learned before broader rollout.
• Build and maintain measurement frameworks and dashboards to track adoption, usage, and impact of changes, surfacing insights on what's working and what needs adjustment.
• Partner with executives and managers to equip them as change champions and coaches, ensuring they understand, support, and actively reinforce changes with their teams through readiness sessions and ongoing enablement.
• Collaborate with product, operations, and claims leadership to translate technical changes into clear user guidance and ensure changes are communicated effectively through all management channels.
• Continuously improve change management approaches based on feedback and lessons learned, helping to foster Reserv’s ability to scale with agility.

• 3+ years of experience in a dedicated change management role, process transformation role, or similar positions in operations, training/enablement, or a related role with a focus on cross‑functional rollouts in a remote environment.
• Excellent organizational and project management skills, with the ability to manage deadlines across recurring workflows and coordinate with cross‑functional partners.
• Proven experience…