[Hiring] Product Manager I Agent Experience @Mercury Insurance Services

Role Description

We are seeking a dynamic, strategic, and collaborative Product Manager, Agent Experience to join our Sales Experience team. This full-time role will be instrumental in harnessing Voice of Agent (VoA) feedback, behavioral data, and operational insights to design, prioritize and drive initiatives that deepen agency relationships and grow Mercury's share of each independent agency's book of business over time.

The successful candidate will possess relationship building skills, project and program management experience, and a passion for elevating the agent experience across the independent agent lifecycle. As a Product Manager, you will work independently and collaborate closely with cross-functional teams including Sales, Experience, Product, Technology, and Underwriting. You will be responsible for turning the agent experience insights you collect from a wide variety of sources into prioritized, measurable initiatives that increase agent consideration, engagement, and production with Mercury.

The ideal candidate is a highly analytical and collaborative professional with a proven ability to synthesize agent feedback and sales/operational data into actionable business initiatives and is accountable for driving the downstream business impact of those initiatives (e.g., quote volume, share of book, retention, production growth).

They bring meaningful experience in the Property and Casualty (P+C) insurance industry — either on the carrier side or at a large independent agency — along with a strong background of understanding and resolving customer/agent experience challenges through cross-functional initiatives. This individual demonstrates curiosity, executive influence, and previous success at translating experience improvement opportunities into recommendations and actions that resonate with audiences at all levels of an organization.

Responsibilities

• VoA Data Analysis:
  • Conduct, analyze, and interpret Voice of Agent (VoA) survey results, interviews, focus groups, and other feedback channels to identify trends, root causes of friction, and opportunities for improvement across the independent agent lifecycle.
  • Tell the story of the key needs and priorities of larger traditional, digital, and commercially-focused agencies to highlight the priorities that will have an outsized impact on these agencies.
  • Report findings to Experience and Sales leaders with actionable, prioritized recommendations.
• Share-of-Book & Business Impact Analysis:
  • Partner with Sales and Analytics teams to connect agent experience metrics to business outcomes.
  • Evaluate active and planned growth initiatives through a large-agent lens to identify design gaps, friction points, and improvement opportunities.
• Agent Journey Mapping Leadership:
  • Lead cross-functional journey mapping discussions spanning onboarding, quoting, servicing, claims handoffs, and communication touchpoints from the agency's perspective.
  • Identify and document pain points and opportunities with a curious, agent-centric mindset.
• Program & Project Management:
  • Manage and execute initiatives derived from Voice of Agent findings and journey mapping.
  • Design and test pilot solutions for high-potential initiatives or agency segments.
  • Accountable for leading and driving identified opportunities that drive measurable improvements.
• Agent Experience Strategy & Prioritization:
  • Partner with Sales leadership, Engagement, Enablement, and Analytics teams to align and prioritize roadmap initiatives.

Qualifications

• Education:
  • Minimum: Bachelor's degree in economics, math, statistics, finance, data science, psychology, business, or similar.
  • Preferred: Master's degree or MBA.
• Experience:
  • Minimum: 5+ years of experience in customer experience design, independent agency operations, and/or experience management.
  • Prior experience in Property and Casualty (P+C) insurance strongly preferred.
  • Experience influencing executive stakeholders and shaping cross-functional initiatives.
  • Proven ability to present complex findings to executive and sales/frontline audiences.
  • Strong project/program management skills with a track record of taking initiatives from ideation to implementation.
  • Experience with customer or insurance agent journey mapping methodologies.
  • Familiarity with Voice of Customer/Agent programs and feedback platforms.
  • Demonstrated experience translating experience insights into measurable business outcomes.
• Preferred:
  • CCXP (Certified Customer Experience Professional) designation.
  • Change management and/or Lean/Six Sigma training a plus.
  • Experience working directly with independent agents or agency principals.
  • Familiarity with the independent agent distribution model and technology systems.

Skills & Abilities

• Exceptional Communicator: Excellent written and verbal communication skills.
• Analytical Thinking: Demonstrates the ability to use statistical methods to uncover actionable insights.
• Curiosity and Continuous Improvement: Proactively seeks to understand the root causes behind agent friction points.
• Collaborative Problem-Solving: Works effectively across departments.
• Agent-Centric Mindset: Prioritizes solutions that address real agency needs.
• Stakeholder Engagement: Communicates insights and project progress clearly to executives and frontline sales staff.
• Travel: Ability to travel up to 30% of work time.

Benefits

• Competitive compensation.
• Flexibility to work from anywhere in the United States for most positions.
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours).
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus).
• Medical, dental, vision, life, and pet insurance.
• 401 (k) retirement savings plan with company match.
• Engaging work environment.
• Promotional opportunities.
• Education assistance.
• Professional and personal development opportunities.
• Company recognition program.
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions.