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 knowledg

📌 Principal, Agentic BPO Design (Ciudad de México)
🏢 Gangkhar-ES
📍 Ciudad de México