VP, Gig Economy Claims

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.

Location Requirement

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.

About the role

As Vice President of Gig Economy Claims at Reserv, you will ensure our talented Claims team realizes its full potential as we continue to grow as the leading gig-economy TPA by providing strategic leadership and direction. This role reports directly to our SVP and will oversee a commercial auto claims organization serving rideshare, delivery, TNC, DNC, and other gig-economy programs for multiple carrier and platform clients.

You will be responsible for driving strategy, establishing an effective structure, and developing and enforcing compliant internal policies and procedures. Gig economy claims are high-volume, fast-moving, and heavily scrutinized, with layered coverage structures, evolving state regulations, and demanding program-level reporting. Your expertise in claims management, along with your ability to drive operational efficiencies and foster innovation, will be critical. With a focus on talent acquisition and continuous improvement, you will ensure exceptional service delivery, customer satisfaction, and the identification of opportunities for improvement. The ideal candidate is excited about designing processes that support the quickest claim resolution with optimal outcomes. You will also collaborate closely with our Product and Engineering teams to give feedback and identify technology and process improvements. Join our exceptional team and help shape the future of Reserv.

What you'll do

• Provide strategic leadership, vision, and direction for the Gig Economy claims organization.
• Collaborate closely with the Account Management team to ensure the organization consistently exceeds client expectations and builds strong, trusted relationships with carriers, program managers, and platform partners.
• Foster a customer-centric approach to claims handling, focusing on exceptional service and timely resolution, and drive continuous improvement initiatives that enhance operational efficiency and customer satisfaction.
• Establish and maintain an effective structure and staffing model that aligns with current and future organizational needs, including capacity planning against volume swings.
• Monitor and analyze claims data and key performance indicators (severity, frequency, cycle time, litigation rates, reserve accuracy, and leakage) to identify trends, patterns, and opportunities for improvement.
• Own program-level performance, including audit readiness, bordereaux and reporting accuracy, and corrective action plans when programs fall short of carrier expectations.
• Drive operational efficiencies and process improvements through proprietary claim systems and automation.
• Develop an enhanced operating model for gig-economy claims focused on strategic priorities and performance.
• Advance and enforce clear, consistent, and compliant policies, procedures, and processes for claims handling across multiple programs and coverage structures.
• Lead and motivate a high-performing claims team focused on industry-leading service, providing guidance, mentorship, and technical expertise to claims staff and managers.
• Consult and advise on high-exposure, complex litigation, and coverage matters, including bodily injury, uninsured/underinsured motorist, and PIP exposures.
• Oversee related functions such as subrogation, total loss, and special investigations to maximize recovery and control loss costs.
• Ensure compliance with regulatory requirements, including state transportation network and delivery-platform insurance statutes, and maintain best practices.
• Collaborate with global claims departments and other stakeholders to align strategies and initiatives.
• Support and communicate claim philosophies while building strong customer relationships.
• Stay abreast of industry trends and emerging technologies relevant to claims management and recommend their integration where appropriate.
• Set standards and practices to ensure prudent claims management and control expenses.
• Promote a culture of innovation and encourage the exploration and implementation of new ideas and technologies within the claims organization.

Who you are

• Customer Centric. You prioritize the needs of our customers, ensuring exceptional service delivery and consistently striving to exceed their expectations.
• Data Obsessed. Data excites you, and you consistently leverage it to inform and support decision making.
• Strategic Thinker. You think critically, analyze complex situations, and develop innovative strategies to drive the success of our claims organization.
• Collaborative. You thrive in a collaborative environment, fostering strong relationships with internal and external stakeholders to achieve common goals.
• Resilient. You remain composed and adaptable in the face of challenges, demonstrating the ability to navigate ambiguity.
• Results-Driven. You have a track record of achieving measurable results, setting ambitious goals, and driving performance to meet and exceed expectations.
• Empowering Leader. You empower and inspire your team, providing mentorship, guidance, and support to help them reach their full potential.
• Analytical. You have strong analytical skills, using data-driven insights to make informed decisions and drive continuous improvement.
• Ethical. You demonstrate high ethical standards and integrity in all aspects of your work, maintaining trust and transparency in your interactions.
• And did we mention, a sense of humor. Claims are hard enough as it is.

Qualifications

• 15 years of on-point technical experience managing teams of 75 or more employees.
• 20 years minimum in P&C claims, with significant experience in the gig economy and commercial auto.
• Experience building and iterating on process and technology in a fast-paced environment.
• Extensive knowledge of gig-economy and commercial auto claims, including rideshare, food and package delivery, and micromobility. Familiarity with layered coverage periods (e.g., app-off, app-on, en route, and passenger on board) and how they affect liability and coverage decisions.
• Strong command of bodily injury, UM/UIM, PIP, and physical damage claims, along with subrogation and total loss handling.
• Strong litigation management leadership skills; Juris Doctor is a plus.
• Deep understanding of coverage and contracts, with emphasis on risk transfer and the relationship between platforms, carriers, and independent drivers.
• Experience managing carrier programs, including audits, performance guarantees, and program-level reporting. TPA experience a significant differentiator.
• Ability to synthesize and draw conclusions from data sets, act on the data, and drive results.
• Demonstrated track record of enhancing organizational efficiency and effectively managing the recruitment, retention, training, and growth of claims professionals (in a remote environment preferred).
• Experience collaborating with an executive team to plan and execute on strategy.
• Generous health-insurance package with nationwide coverage, vision, and 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 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