Operations Lead

About Reserv

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

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.