Teams at Mercury Insurance

Respond to customer interactions across phone, chat, SMS, email, and social media. Support policy and billing questions, process transactions and policy changes, resolve payment and account issues, investigate system defects, document interactions accurately, protect customer privacy, and handle escalated concerns while meeting service and performance standards.

Leads People Operations process discovery, inventory, redesign, and implementation. Builds process maps, future-state workflows, governance, documentation, roadmaps, and measurement frameworks. Coordinates cross-functional operational programs, including HRIS replacement, service-model improvements, automation, and readiness initiatives. Drives pilots through adoption with communications, training, feedback, and continuous improvement. Establishes PMO practices, tracks risks and outcomes, and ensures processes are measurable, sustainable, and easier for employees and leaders to navigate.

Build and maintain people-data pipelines, analytical datasets, metric definitions, dashboards, and self-service data products. Conduct statistical analysis, forecasting, experimentation, segmentation, and predictive modeling to address workforce questions such as attrition, capacity, performance, and productivity. Translate findings into actionable recommendations for leaders while establishing standards for data quality, privacy, documentation, governance, and responsible AI use. Partner across People, Finance, HR Tech, and data teams to shape the analytics roadmap and improve adoption of trusted workforce insights.