Principal, Agentic BPO Design & Implementation

About the Role

We're looking for the person to own the vision and definition of our Agentic BPO Playbook — the reusable model we'll apply first within one of our current customers, and then with any other insurer.

This is a design-and-implementation role: you will design the target operating model, define how agents work and interact, and then lead its delivery, translating that design into a reusable framework that Product and Engineering can turn into capabilities inside our propietary tech (Sherpa’s)

What You'll Do

Operating Model Design (AI-native)

- Design the AI-native operating model for insurance operations, from the ground up.
- Define the agent architecture: responsibilities, interactions, and orchestration rules across the operation.
- Redesign end-to-end processes (Underwriting, Policy Administration, Claims, Customer Service, etc.) with an AI-first, human-second logic.
- Establish the governance framework: controls, exceptions, and human-in-the-loop checkpoints.

Playbook & Methodology

- Create the Agentic BPO Playbook: methodologies, standards, templates, and reusable best practices.
- Ensure the playbook is portable across clients and insurers, not built as a one-off for a single account.

Implementation & Delivery

· Lead the rollout of the operating model with the client, from design validation through go-live.

· Own the transition from "designed on paper" to "operating in production," coordinating with client teams and internal delivery.

· Adjust the model based on real operational data and feedback once live.

Stakeholder & Product Collaboration

- Lead workshops with clients, translating business objectives into agentic operating models.
- Work closely with Product and Engineering to convert operating model designs into Sherpa capabilities.

What We're Looking For

Core Experience

- 10-15 years leading process transformation or operating model design,



including hands-on implementation of what was designed.
- Practical knowledge of GenAI, LLMs, Agentic AI, Copilots, and AI Governance.
- Proven ability to take an operating model from design through to live implementation, not just diagnostic or strategy work.
- Strong track record engaging with C-level executives and leading multidisciplinary teams.
- Insurance experience is valued but not a dealbreaker.

Background We'd Expect to See (indicative, not exclusionary)

- Experience at firms with Insurance / Intelligent Operations / Applied Intelligence practices (e.g., Accenture, Deloitte, McKinsey/Quantum

Black, BCG X, EY, PwC, etc.).
- Alternatively, transformation experience inside an insurer (AIG, AXA, MAPFRE, Zurich, Met

Life) with a subsequent move into consulting or technology.
- A demonstrable track record of having designed and stood up governance frameworks (controls, exceptions, human-in-the-loop) for AI or automation initiatives.
- Experience building reusable methodologies, playbooks, or standards — not just one-off client deliverables.

Tools & Technical Skills

- Working knowledge of agent architectures: how agents are structured, how responsibilities are divided, and how orchestration between agents works.
- Familiarity with AI governance frameworks and human-in-the-loop design patterns.
- Comfortable working alongside Product and Engineering teams to translate operating model designs into technical requirements.

What This Role Is Not

This is not a pure engineering role — you will not build agents yourself.

But unlike a traditional strategy or diagnostic role, you own delivery end-to-end: your output is not just a document, it's the operating model live in production.

First 90 Days (indicative)

- Deliver the first version of the Agentic BPO Playbook, grounded in the current engagement.
- Define the target operating model for at least one core insurance process (e.g., Claims or Underwriting).
- Establish the governance framework structure (controls, exceptions, human-in-the-loop) to be applied across future engagements.

📌 Principal, Agentic BPO Design & Implementation (México)
🏢 Gangkhar-ES
📍 México