Manager - Service Delivery (San Antonio)

Goosehead-Insurance; San Antonio (TX); On-site; USD 75,000 - 110,000; Full time

Job summary

Goosehead Insurance seeks a Manager of Service Delivery to lead and develop frontline service teams in a fast-paced environment. You will coach agents, drive performance against KPIs, and cultivate a culture of accountability and responsiveness.

Expect structured coaching, weekly 1:1s, and regular performance reviews to support growth and resilience. You will champion timely issue resolution, daily huddles, and cross-functional collaboration while maintaining a respectful, inclusive culture and

Qualifications

• Experience leading frontline service teams.
• Strong coaching and feedback skills.
• Proven ability to drive performance against KPIs (SLA, NPS, CSAT).
• Excellent communication and relationship-building abilities.

Responsibilities

• Lead and coach frontline agents to meet and exceed targets.
• Deliver regular coaching sessions and 1:1s focused on growth and resilience.
• Facilitate daily huddles, scorecard reviews, and performance deep-dives.
• Escalate risks early and collaborate cross-functionally to resolve issues.
• Maintain an inclusive, feedback-rich culture and track development plans.

Skills

Coaching

Leadership

Performance management

Communication

People development

Job description

The Manager of Service Delivery is responsible for the daily performance, coaching, and development of frontline service team members. This leader ensures the team hits service targets and maintains a strong culture of accountability and responsiveness. This role is the frontline force for coaching excellence, team development, and cultural reinforcement in daily execution.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.