Manager - Service Delivery

Goosehead Insurance; Westlake (TX); On-site; USD 90,000 - 150,000; Full time

Job summary

Goosehead Insurance in Westlake, TX is seeking an experienced leader to coach and develop frontline agents, driving performance and accountability across service KPIs. You will run structured coaching sessions, 1:1s, and cross-functional collaboration to resolve risks and foster a high-growth culture.

The role emphasizes transformation initiatives, development plans, and reporting outcomes to senior leadership, with a focus on resilience and speed in a dynamic environment.

Qualifications

• Experience leading frontline teams
• Strong coaching and development skills
• Ability to drive performance through metrics and feedback

Responsibilities

• Lead and coach frontline agents to meet and exceed targets.
• Ensure accountability against 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.

Skills

Leadership

Coaching

KPI management

Cross-functional collaboration

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.