Manager - Service

Goosehead Insurance; Westlake (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Goosehead Insurance is seeking a leader to guide and coach frontline agents in a fast-paced environment. You will drive performance through structured coaching, weekly 1:1s, and daily huddles to improve SLA, NPS, FCR, and CSAT metrics.

You will escalate risks early, collaborate cross-functionally, and own team transformation initiatives from design to execution while maintaining an inclusive, feedback-rich culture.

Responsibilities

• 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 behaviors.
• 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.

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 behaviors.

• 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.