Service Delivery Leader & Performance Coach

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

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.