Manager - Service

Goosehead-Insurance; San Antonio (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Inclusive culture

Growth opportunities

Performance incentives

Job summary

Goosehead Insurance is seeking a driven leader to coach and develop frontline agents, ensuring accountability against service KPIs such as SLA, NPS, FCR, and CSAT. The role focuses on structured coaching sessions, weekly 1:1s for development, and driving performance in a fast-paced, collaborative environment.

You will run daily huddles, conduct scorecard reviews, and perform monthly deep-dives while escalating risks early.

Qualifications

• Experience leading and coaching frontline agents.
• Ability to drive performance against KPIs (SLA, NPS, FCR, CSAT).
• Strong communication and development planning skills.

Responsibilities

• Lead and coach frontline agents to meet and exceed targets.
• Conduct structured coaching sessions with 1:1s for development and growth.
• Promote urgency and ownership in a fast-paced environment.
• Facilitate daily huddles, weekly scorecard reviews, and performance deep-dives.
• Escalate risks early and collaborate cross-functionally to resolve issues.
• Maintain an inclusive, feedback-rich team culture and track development plans.
• Lead transformation initiatives from design through execution.
• Report coaching outcomes to senior leadership.

Skills

Leadership

Coaching

Performance Mgmt

KPI Tracking

Cross-Functional

Job description

Lead and coach frontline agents to consistently meet and exceed targets. Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT). Conduct structured coaching sessions that drive performance behaviours. Deliver weekly 1:1s focused on development, growth, and resilience. Promote urgency and ownership in a fast-paced environment. Facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives. Escalate critical risks early and collaborate cross-functionally to resolve. Maintain a respectful, inclusive, and feedback-rich team culture. Own team-level transformation initiatives from design through execution. Identify high-potential team members and guide stretch assignments. Participate in peer coaching circles to improve leadership consistency. Maintain and track individual development plans for all team members. Lead issue resolution and support high-stakes escalations. Reinforce cultural and behavioral standards through daily interactions. Report coaching and team development outcomes to senior leadership.

Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it. If you think you have what it takes to grow with our company, we would love to meet you.