Operations Principal - Change

About this role

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.