Senior Product Manager, Agent Experience

Mercury Insurance Services, LLC; California; Hybrid; USD 138,000 - 168,000; Full time

Benefits offered by this job

Competitive compensation

Flexibility to work from anywhere in U

Paid time off

Bonus programs

Insurance benefits

Job summary

Mercury Insurance Services, LLC is seeking a Product Manager for the Agent Experience to guide initiatives that deepen agency relationships and grow Mercury's share of each independent agency's book. You will synthesize agent feedback with sales and operations data to drive measurable outcomes across onboarding, quoting, servicing, and communications touchpoints.

The role requires deep experience in customer/agent journey mapping, strong stakeholder influence, and a track record of delivering

Qualifications

• Bachelor's degree in a related field required.
• Minimum 5+ years in customer experience design, agency ops, or experience management.
• Experience with CCX programs and journey mapping.
• Proven ability to influence executives and drive cross-functional initiatives.
• Strong communications and project management skills.
• Travel up to 30% of time.

Responsibilities

• Lead VoA data analysis to identify trends and opportunities across the independent agent lifecycle.
• Translate VoA findings into prioritized, measurable initiatives.
• Partner with Sales, Analytics, and Experience teams to link agent experience to business outcomes.
• Lead cross-functional agent journey mapping discussions and document pain points.
• Manage and pilot initiatives, monitor performance, and scale successful pilots.
• Prioritize roadmap initiatives to grow share of each agency's book.

Skills

Exceptional Communicator

Analytical Thinking

Curiosity & Continuous Improvement

Collaborative Problem-Solving

Agent-Centric Mindset

Stakeholder Engagement

Travel up to 30%

Education

Bachelor's degree

Master's degree or MBA

Tools

Medallia

Qualtrics

InMoment

Forsta

Job description

Mercury Insurance Services, LLC is seeking a Product Manager for the Agent Experience to guide initiatives that deepen agency relationships and grow Mercury's share of each independent agency's book. You will synthesize agent feedback with sales and operations data to drive measurable outcomes across onboarding, quoting, servicing, and communications touchpoints.

The role requires deep experience in customer/agent journey mapping, strong stakeholder influence, and a track record of delivering