The Role
Own the vision, roadmap, backlog, delivery, analytics, adoption, and continuous improvement of an internal performance management application. Partner with engineering, data, analytics, and operational stakeholders to define metrics, data quality standards, coaching workflows, and AI capabilities. Lead agile delivery, user research, phased rollouts, governance, change management, and measurable business outcomes across frontline insurance operations.
Summary Generated by Built In
About our company
Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.
Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.
Learn more at www.confiemx.com
Job Responsibilities
The Product Owner will own the vision, roadmap, and delivery of an internal performance management application that covers the end-to-end performance cycle for frontline operations. This includes reliable data ingestion and metric definition, performance visibility for agents, supervisors, and regional leaders, and closed-loop coaching workflows from insights to action plans to tracking. The Product Owner is accountable for measurable business outcomes, adoption, and safe deployment of AI-driven capabilities that improve coaching quality and operational performance.
Job Activities:
- Define and communicate product vision, strategy, and roadmap aligned to business objectives for frontline performance management.
- Translate operational needs into a prioritized backlog with clear user stories, acceptance criteria, and measurable success metrics.
- Design and run phased delivery from MVP to full deployment: pilot, controlled rollout, and scale with monitoring and change management.
- Own end-to-end performance cycle features, including goal setting, scorecards, task and action plan workflows, coaching plans, and leader dashboards.
- Establish product analytics and instrumentation: adoption, engagement, funnel metrics, and outcome tracking. Drive post-launch iteration based on evidence.
- Partner with data engineering and analytics to define data contracts, metric logic, data quality checks, and latency targets across Snowflake, BI tools, CRM, and telephony.
- Build governance for metric changes: versioning, stakeholder sign-off, and impact assessment to prevent metric drift and loss of trust.
- Lead agile delivery practices with engineering teams: backlog refinement, sprint planning, demos, and release readiness. Maintain transparent status and risks.
- Drive user research and feedback loops with agents, supervisors, and regional leaders to validate workflows, reduce friction, and increase adoption.
- Coordinate cross-functional stakeholders to ensure the product fits operational reality, training, and performance management processes.
- Identify, prioritize, and deliver AI use cases that strengthen the coaching loop while remaining safe, auditable, and cost-controlled.
- Define AI MVPs with clear evaluation metrics and guardrails, then expand through iterative rollouts based on measured impact.
Requirements
Scholarship:
- Bachelor's (desirable)
Language:
- Advanced English Level (C1)
Experience:
- 3–5 years of experience in product management, application ownership, or business systems experience, preferably with insurance operations or call center workflows
Specialized knowledge:
- Product ownership for internal business applications (end-to-end lifecycle)
- Agile delivery (Scrum/Kanban) and modern product discovery practices
- Performance management systems and operating rhythms (agent, supervisor, regional leader)
- Call center operations and key drivers (productivity, quality, conversion, compliance, retention)
- Data fundamentals: metric definitions, data quality, instrumentation, data contracts, and reporting consistency
- Working understanding of data/analytics ecosystems (Snowflake, BI tools) and system integrations (CRM, telephony)
- AI feature delivery fundamentals
Computer knowledge:
- Product delivery tools for backlog/roadmap and documentation
- Analytics fluency: interpreting dashboards, defining KPIs, validating data, basic query literacy preferred
- Integration literacy: APIs/event flows at a conceptual level; ability to work with engineers on requirements and acceptance criteria
- Familiarity with Snowflake + BI stack
Benefits
- Private Health Insurance.
- Life Insurance.
- Saving Funds and Voluntary Savings Account.
- Profit Sharing (PTU).
- Vacation Days (above law).
- Christmas bonus.
- Vacation premium.
Skills Required
- Bachelor's degree
- Advanced English proficiency at C1 level
- 3-5 years of experience in product management, application ownership, or business systems
- Experience with insurance operations or call center workflows
- Product ownership for internal business applications across the end-to-end lifecycle
- Agile delivery experience using Scrum or Kanban
- Modern product discovery practices
- Knowledge of performance management systems and operating rhythms
- Knowledge of call center operations and drivers such as productivity, quality, conversion, compliance, and retention
- Data fundamentals including metric definitions, data quality, instrumentation, data contracts, and reporting consistency
- Working understanding of data and analytics ecosystems, including Snowflake and BI tools
- Understanding of CRM and telephony system integrations
- AI feature delivery fundamentals
- Experience with product delivery tools for backlog, roadmap, and documentation
- Analytics fluency, including dashboard interpretation and KPI definition
- Basic query literacy
- Conceptual understanding of APIs and event flows
- Ability to work with engineers on requirements and acceptance criteria
- Familiarity with the Snowflake and BI stack
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The Company
What We Do
Confie is the largest independent personal lines insurance agency and broker in the United States, operating as a leading call center in Tijuana that provides customer service, back office support, and sales for US insurance companies.
