Responsibilities

• 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.

Requirements

• 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 creating clear, concise documentation such as SOPs, process guides, training materials, or internal communications for operational or technical changes.
• Strong written and verbal communication skills, including the ability to translate complex information into user-friendly guidance for diverse audiences.
• Experience using business intelligence tools (e.g., Looker, Tableau, Power BI) to track metrics, analyze data, and report on adoption and impact.
• Demonstrated ability to manage multiple concurrent projects and prioritize effectively in a fast-paced, evolving environment.
• Strong attention to detail with a commitment to accuracy, consistency, and quality in all deliverables.
• Demonstrated ability to maintain structured documentation that clearly captures updates, decisions, and historical context over time.
• Comfort working in ambiguity and building processes from the ground up with minimal oversight.
• Excited about Artificial Intelligence tools, with any sort of experience using them in a personal or professional context.

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!