Operations Lead

About the role

We’re hiring an Operations Lead, Forecasting and Planning to be the primary owner of forecasting customer claim volume and corresponding headcount needs across our rapidly scaling organization, as well as to support future workstreams to tie this analysis to pricing. In this role, you will build and steward our forecasting and capacity planning process, maintain and iterate on our claims forecasting model, and partner cross-functionally with our finance, operations, and account management teams to inform critical workforce decisions.

You will ensure forecast inputs are accurate and auditable, surface meaningful insights, and support leadership decision-making to directly influence staffing strategy for hundreds of employees. This is a high-impact role at the center of how we plan, scale, and invest in our operational capacity and rigor.

What you'll do

• Be the principal owner of capacity planning and operational volume forecasting to ensure that we are sufficiently staffed for customer programs while meeting internal productivity and efficiency targets
• Build repeatable and scalable process around forecasting and capacity planning
• Maintain and evolve our claim volume and headcount model (currently Excel-based) to reflect changing business requirements, new initiatives, and company growth.
• Gather, coordinate, and consolidate data from multiple sources and internal teams on a regular basis.
• Prepare forecast outputs and scenario analyses to support regular workforce planning discussions.
• Identify and report discrepancies between projected and actual results and provide insights on utilization, capacity constraints, and risk signals.
• Communicate forecasting results and recommendations to stakeholders, including senior leaders and functional directors, to drive actionable insights and support decision-making.
• Partner with finance to align headcount needs with budgeting and planning cycles.
• Partner with sales to align headcount need with sales cycles
• Troubleshoot complex spreadsheets and resolve breaks or formula issues quickly and with precision.
• Maintain clear documentation, versioning, and training materials for the forecasting process.
• Train other team members on model functionality and ensure shared understanding of assumptions and outputs
• Prepare and deploy model logic via AI and automate when possible

Qualifications

• 5+ years of experience in claims forecasting, capacity planning, analytics, finance, operations, and/or business intelligence in the insurance and claims space.
• Advanced Excel proficiency with experience in complex formulas (e.g., INDEX/MATCH, IF/AND/OR etc.), pivot tables, and data integrity checks.
• Demonstrated ability to own a complex forecasting model, maintain it, and troubleshoot issues with minimal oversight.
• Strong analytical skills with experience working with large and complex datasets or incomplete datasets and making defensible assumptions.
• Strong attention to detail with a bias toward high-quality, reliable outputs.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
• Strong organizational and project management skills, with the ability to manage deadlines across recurring workflows and coordinate with cross-functional partners.
• Preferred experience using SQL to extract, validate, and analyze operational datasets.
• Preferred exposure to actuarial concepts or actuarial experience, particularly in environments involving claims forecasting, loss trends, or insurance-related operations.

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

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!