Service Delivery Manager: Coaching & Performance Leader

Goosehead Insurance; San Antonio (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

Goosehead Insurance in Texas seeks a Manager of Service Delivery to lead and develop a high-performing frontline service team. You will coach agents to meet and exceed targets, manage KPIs, and promote accountability in daily execution.

This role focuses on structured coaching, weekly 1:1s, daily huddles, and cross-functional collaboration to resolve issues, while building a respectful, inclusive culture and guiding transformation initiatives.

Qualifications

• Experience coaching frontline agents to improve performance.
• Ability to drive results against KPIs like SLA, NPS, FCR, CSAT.
• Strong skills in structured coaching and development planning.

Responsibilities

• 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.

Skills

Coaching

Leadership

KPI management

People development

Job description

Goosehead Insurance in Texas seeks a Manager of Service Delivery to lead and develop a high-performing frontline service team. You will coach agents to meet and exceed targets, manage KPIs, and promote accountability in daily execution.

This role focuses on structured coaching, weekly 1:1s, daily huddles, and cross-functional collaboration to resolve issues, while building a respectful, inclusive culture and guiding transformation initiatives.