Product Manager I – Agent Experience

This is a fully remote position, open to applicants in California.

📋 Description

• Conduct, analyze, and interpret results from Voice of Agent (VoA) surveys, interviews, focus groups, and various feedback channels.

• Identify trends, underlying causes of friction, and opportunities for enhancement throughout the independent agent lifecycle.

• Establish relationships with agency stakeholders and engage in discussions and in-person visits with field sales teams.

• Present findings to Experience and Sales leadership with actionable, prioritized recommendations.

• Connect metrics related to agent experience with business outcomes such as consideration, engagement, quote-to-bind conversion, production, and retention.

• Assess growth initiatives from a large-agent perspective to pinpoint design gaps and friction points.

• Lead cross-functional journey mapping that encompasses onboarding, quoting, servicing, claims transitions, and communications.

• Oversee and implement initiatives across Sales, Experience, Product, Technology, and Underwriting.

• Design and evaluate pilot solutions, monitor their performance, and assess their viability for broader implementation.

• Propel measurable improvements in consideration, engagement, conversion, retention, and overall business results.

• Align and prioritize roadmap initiatives in collaboration with Sales leadership, Engagement, Enablement, and Analytics teams.

⛳️ Requirements

• Bachelor's degree in economics, mathematics, statistics, finance, data science, psychology, business, or a related field.

• A minimum of 5 years of experience in customer experience design, independent agency operations, and/or experience management.

• Previous experience in Property and Casualty (P+C) insurance is highly preferred — whether on the carrier side or at a large independent agency.

• Proven ability to influence executive stakeholders and shape cross-functional initiatives without direct authority over all delivery teams.

• Demonstrated capability to present complex findings to executive and sales/frontline audiences in an engaging manner.

• Strong project/program management abilities with a history of guiding initiatives from conception to execution.

• Familiarity with methodologies for mapping customer or insurance agent journeys.

• Knowledge of Voice of Customer/Agent programs and feedback platforms (e.g., Medallia, Qualtrics, InMoment, Forsta).

• Proven experience in translating insights from experiences into measurable business outcomes and tracking their effects over time.

• Willingness to travel up to 30% of work time.

🏝️ Benefits

• Competitive compensation.

• Flexibility to work remotely from anywhere in the United States for most positions.

• Paid time off, including vacation days, sick leave, 9 paid Company holidays, and volunteer hours.

• Incentive bonus programs, including the potential for holiday bonuses, referral bonuses, and performance-based bonuses.

• Comprehensive medical, dental, vision, life, and pet insurance options.

• 401(k) retirement savings plan with company matching.

• An engaging work environment.

• Opportunities for advancement.

• Educational assistance.

• Opportunities for professional and personal development.

• Company recognition program.

• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more.