Manager - Service Delivery

Goosehead-Insurance; Westlake (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Goosehead Insurance seeks an experienced leader to coach frontline agents and drive performance in a fast-paced insurance environment. The role focuses on accountability against service KPIs, structured coaching, and ongoing development while promoting a positive team culture.

Responsibilities include leading 1:1s, daily huddles, scorecard reviews, and cross-functional collaboration to resolve risks, with a focus on growth and resilience for the team.

Qualifications

• Leads frontline coaching to meet targets and KPIs.
• Manages accountability against SLA, NPS, FCR, CSAT.
• Conducts structured coaching sessions and 1:1s.
• Drives weekly scorecard reviews and monthly deep-dives.
• Escalates risks early and coordinates cross-functionally.

Responsibilities

• Coach and develop agents to improve performance and resilience.
• Lead daily huddles and transformation initiatives from design to execution.
• Identify high-potential team members and assign stretch opportunities.
• Maintain development plans and report outcomes to senior leadership.

Skills

Leadership

Coaching

Performance management

Cross-functional collaboration

Mentoring

Communication

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.