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 designe

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