Claims Director, Rideshare

Job description

About the role At Reserv, we’re reimagining what modern claims handling can be — faster, smarter, and relentlessly customer‑centric. As our Rideshare Claims Director, you’ll lead a team of claims professionals handling commercial auto ride share claims, bodily injury claims, driving operational excellence through technology, analytics, and a deep commitment to customer experience. You’ll own the full customer journey, ensuring every interaction is seamless, empathetic, and efficient. This role blends strategic leadership with hands‑on execution, requiring someone who can inspire teams, influence cross‑functional partners, and scale a claims operation built for the future. What You’ll Do Customer Experience & Strategy Develop and execute a comprehensive customer experience strategy aligned with Reserv’s mission and growth goals. Subject matter expert. You have deep technical and subject matter experience in the world of ride share commercial transportation claims, including coverage and litigation. Experienced in reviewing and analyzing contracts 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. Leadership & Team Development 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. Design and implement training programs to strengthen technical, insurance, and customer service skills. Operational Excellence 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. Ensure scalable, compliant, and efficient operations across all claims workflows. Cross‑Functional Collaboration Work closely with leaders across Claims Operations, Product, Engineering, and Marketing to drive customer‑centric initiatives. Influence organizational priorities and ensure alignment with broader business objectives. 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 in transportation claims management experience, ideally overseeing bodily injury claims for ride share operations and 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 Location Candidates must reside in an eligible U.S. state throughout employment. We are unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States. At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you! 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.