3+ years in change management or process transformation
Strong organizational and project management skills
Experience in creating clear documentation for operational changes
Excellent written and verbal communication skills
Familiar with business intelligence tools for tracking and reporting
Attention to detail and commitment to quality
Ability to build processes from scratch with minimal oversight
Interest in Artificial Intelligence tools, personally or professionally
Responsibilities
Execute a standardized change management framework for product/process changes
Create user-friendly documentation for internal changes
Maintain an organized change history of processes
Develop multi-channel communication strategies for change rollouts
Design pilot programs for larger changes, gathering structured feedback
Build dashboards to track and analyze change metrics
Partner with leadership to equip them as change champions
Translate technical changes into clear user guidance
Benefits
Generous health insurance with nationwide coverage, vision & dental
401(k) retirement plan with employer matching
Competitive PTO policy for employee well-being
Generous family leave after 8 months of continuous work
Flexible work-from-anywhere policy
Provision of high-quality technology equipment for work efficiency
Full Job Description
About the role
We are hiring a Product Launch and Marketing Manager to drive effective, structured product launches and process transformations across the organization. In this role, you will execute our change management framework to drive consistent adoption and operational efficiency across teams. You will lead cross-functional coordination for rollouts, clearly document changes and their impacts, develop training and communication materials, and manage all change- related communications. Following execution, you will track adoption and outcomes to ensure changes deliver their intended value. You will serve as a visible champion of change across the organization. You will partner closely with Product, Operations, and Leadership to translate technical changes into clear, actionable guidance for claims adjusters, customer service representatives, and other internal teams, as well as develop customer-facing materials when needed. This is a high-impact role that directly influences how effectively the organization adapts and scales, ensuring that every change, from new tool launches to process updates, is implemented with consistency, clarity, and rigor. As the organization grows and the pace of change increases, you will have the opportunity to build and scale the change management function.
What you'll do
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.
Qualifications
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!
Additionally, we will
Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role
Work toward reducing and eliminating all the administrative work from an adjuster's role
Foster a culture of empathy, transparency, and empowerment in a remote-first environment
