Service Delivery Performance Coach

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

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