Product Owner

Confie; Tijuana; On-site; MXN 850,000 - 1,250,000; Full time

Benefits offered by this job

Private Health Insurance

Life Insurance

Savings Plan

Job summary

Confie is seeking a Product Owner to own a performance management application for frontline operations, driving data ingestion, metrics, and coaching workflows. You will partner with analytics and engineering to deliver AI-enabled capabilities that improve coaching quality and operational performance.

You will lead agile delivery, define data contracts, and ensure alignment with regional leaders while maintaining governance and cost controls.

Qualifications

• Bachelor's degree preferred.
• Advanced English level (C1) required.
• 3–5 years of product management or related experience, ideally in insurance ops or call centers.

Responsibilities

• Define and communicate the product vision, strategy, and roadmap aligned to frontline performance objectives.
• Translate needs into a prioritized backlog with clear user stories and acceptance criteria.
• Lead phased delivery from MVP to full deployment with monitoring and change management.
• Own end-to-end features: goals, scorecards, workflows, coaching plans, dashboards.
• Establish analytics, adoption, funnel metrics, and post-launch iteration based on data.

Skills

Product ownership

Agile delivery

Data fundamentals

Snowflake

BI tools

Education

Bachelor's degree

Tools

Snowflake

CRM

APIs

BI stack

Job description

To support business and team collaboration needs, only candidates residing in Tijuana or Mexico City will be considered for this role.

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

• 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)

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
• Private Health Insurance.
• Life Insurance.
• Saving Funds and Voluntary Savings Account.