Operations Principal - Change

About the Role

The Strategic Operations team sits between Product, Technology, and Claims Operations. This role owns the function that turns a shipped feature, or a redesigned process, into a change the organization actually runs on.

We build most of our own technology, and the pace at which it reaches adjusters, managers, and customer-facing teams is picking up as the company scales. Each release and each process change alters how work is completed at Reserv. We are hiring an Operations Principal to own the function that makes those changes land: the standard every change meets before go-live, the sequencing of changes across teams, the readiness work, and the measurement that shows adoption happened.

You will lead two Operations Leads. One owns product launches and adoption: readiness, pilots, training, and whether the technology we ship gets used. The other owns process design and change: how work is designed, documented, and changed across claims operations, with or without a product release behind it. They run the work. You set the standard they run it to, decide how much of it a given change needs, arbitrate when their runways collide on the same teams, and hold the relationships with Product, Data, Learning & Development, and claims leadership. You will build the function into one that runs systematically. You will be an excellent fit if you have built or led a small team, have run cross-functional change at scale, hold dates when it's uncomfortable to, and can write for an executive audience without losing the detail.

Duties & Responsibilities

Change Management Framework and Governance: Own the standard every product launch and process change must meet before go-live, and the governance around it: who signs off, what evidence is required, and how much of the standard a given change needs. Keep the framework, its documentation, and the change history current, and decide when the framework itself has to change. Apply AI tools to how the function runs, from drafting change plans to tracking adoption.

Function Design and Operating Cadence: Build the function so it operates systematically: the intake path by which new launches and changes reach the team, the operating cadence between your Leads and their counterparts in Product, Data, and L&D, and the templates and playbooks each change runs on. The measure of success is a function that produces consistent launches.

Adoption Accountability and Feedback Loops: Be accountable for whether adoption happens across the company, not launch by launch. Set the adoption and failure metrics every change must define before go-live, own the regular usage report that reaches team leads, managers, and directors, and own the standing channels that carry field feedback back to Product: panels, pilot debriefs, the issue-reporting workflow, and a regular readout on what the next change should do differently.

Team Leadership and Executive Communications: Manage and develop two Operations Leads, setting priorities across their runways, building their judgment on what good looks like, and growing them into owners of their lanes. Equip executives and managers as change champions through readiness sessions and ongoing enablement. Write the executive- and manager-level view of what is launching, what has been adopted, and where attention is needed, and bring the operational constraint into the room while plans can still change.

Create and define metrics that will lead to the teams overall success: Metrics and data management and implementation will be key to driving success.

Requirements

• 5+ years in management consulting, operational transformation, operations, or launch and enablement roles
• Experience managing people, with a record of developing direct reports into owners of their own work.
• Proven ability to run a multi-workstream launch or operations calendar across competing priorities, with pilots, debriefs, and escalations.
• Fluency with business intelligence tools (Looker, Tableau, Power BI) to define adoption metrics, build reporting with a data team, and read what the numbers say.
• Comfort with ambiguity and a record of building a function to operate systematically.
• Active use of AI tools in your own work, and interest in applying them to how product launches and change management run.
• Claims or insurance experience is helpful but not required.
• Bachelor's degree (lack of one should not stop you from applying if you possess all the other qualifications).

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!

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!