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 Gen AI, 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, Mc Kinsey/Quantum Black, BCG X, EY, Pw C, 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 (Tijuana)
🏢 Gangkhar-ES
📍 Tijuana