Agency Process Design and Optimization Lead

Description About the Role

We are seeking an Agency Process Design and Optimization Lead to drive the transformation of how we support and operate the agency channel in support of Comparion Insurance Agency. In this role, you will take a critical look at the operational processes that internal teams rely on every day — identifying friction, quantifying opportunity, and designing better ways of working. You’ll evaluate and apply modern levers including artificial intelligence, automation, and business process outsourcing (BPO), then partner across the organization to bring those designs to life.

This is a senior individual contributor role who will own outcomes with broad visibility across Comparion and its partner functions. It’s a fit for someone equally comfortable in the details of a process map and in a room of senior stakeholders building the case for change.

Key Responsibilities

Process Analysis & Design

• Analyze critical Comparion back office operational processes end-to-end, documenting current state, pain points, cycle times, handoffs, cost drivers, and failure modes

• Develop future-state process designs that measurably improve efficiency, accuracy, cost, and agent/customer experience

• Establish baseline metrics and define success measures for each initiative

Solution Evaluation

• Evaluate options to streamline processes through AI, workflow automation, system enhancements, self-service, process elimination, and BPO

• Build business cases covering cost/benefit, implementation effort, risk, and expected return

• Assess build vs. buy vs. outsource trade-offs and support partner selection where BPO is the right answer

Partnership & Implementation

• Partner with Comparion field and operations leadership, Technology, Finance, Legal/Compliance, and external partners to implement recommended solutions

• Translate process design into requirements, pilots, and rollout plans

• Drive adoption through documentation, training, and change management

• Monitor post-implementation performance and iterate

Influence & Thought Leadership

• Act as Comparion’s subject matter expert on agency process design, setting the standard others follow

• Build and socialize a repeatable framework for evaluating AI, automation, and BPO opportunities

• Advise and influence senior leaders on prioritization and sequencing of the improvement portfolio

Focus Areas

• Agency Compensation — increase the accuracy and efficiency of the process

• Agency Management System (AMS) Management — data flows, integrations, download/upload processes, data quality and hygiene

• Retention — agency and policyholder retention workflows, renewal processes, at-risk identification and outreach

• Book Rolls — agency book transfers, onboarding/consolidation, data migration, quoting and issuance at scale

• Agent Service Desk — inquiry intake and routing, first-contact resolution, self-service and deflection, knowledge management, and service levels

• Financial Operations — partner payment processing, monthly reconciliations, and audit support

Qualifications

• Displays strong research, problem solving, analytical, and critical thinking skills.

• Advanced business operations knowledge to include understanding the function`s value chain and market conditions. Advanced influencing, relationship management & presentation skills.

• Strong ability to support change and impart value within an organization.

• Strong project management skills as part of implementing business process changes.

• Advanced knowledge of available data sources, strengths and shortcomings.

• May also be relevant based on the particular needs of the position: Advanced knowledge of Excel and strong knowledge of database software.

• Solid knowledge of business intelligence tools.

• Competencies typically acquired through a Bachelor`s degree or equivalent experience in addition to 6+ years of relevant experience to include business analysis work.

• Advanced degree preferred.

About UsPay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit:

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Fair Chance Notices

• California

• Los Angeles Incorporated

• Los Angeles Unincorporated

• Philadelphia

• San Francisco