Manager - Service

Goosehead-Insurance; Westlake (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Goosehead Insurance is seeking a strong leader to coach frontline agents, drive performance, and maintain accountability against service KPIs. You will conduct structured coaching sessions, run daily huddles, and lead 1:1 development conversations to build resilience and growth.

You will champion a respectful, inclusive culture, own team transformation initiatives from design to execution, and report 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 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.