Sub-Servicing Analytics & Ops Analyst

Goosehead Insurance; United States; On-site; USD 85,000 - 125,000; Full time

Job summary

Goosehead Insurance is turning its in-house Service organization into a product and seeking a Business Analyst to size the opportunity, track performance, and help build the playbook that lets us stand it up, scale it, and run it well.

This is a hands-on operations analytics role, working close to the data and the team, setting targets, monitoring progress, and supporting leadership with concrete numbers.

Qualifications

• 3+ years in business analysis or FP&A in services, operations, or contact-center-adjacent environments.
• Advanced Excel modeling from scratch, not just editing existing work.
• Ability to turn messy data into clear insights and actionable recommendations.
• Strong communication skills to brief VPs and team leads with the right audience.
• Experience with SQL or BI tools is a plus.
• Experience supporting service or operations teams around performance management or SLAs.

Responsibilities

• Build and maintain sizing models informing staffing, capacity, and pricing as we onboard new brokerage partners.
• Own the operational dashboards and KPIs for the sub-servicing team and provide visibility to leaders.
• Track team and individual performance and partner with leads to translate numbers into coaching and staffing decisions.
• Help design and refine the playbook for standing up sub-servicing, onboarding clients, ramping staff, and defining SLAs.
• Analyze operational data (volumes, handle times, error rates, client satisfaction) to identify time/quality losses and propose fixes.
• Support pricing and unit economics work to translate costs into what we charge.
• Build reporting for brokerage clients to establish trust in the data.
• Collaborate with Service leadership, Operations, Finance, and Technology to turn analysis into real-world changes.
• Maintain clear, actionable spreadsheets and concise one-pagers.

Skills

Excel

Data analysis

Communication

Problem-solving

Ownership

Tools

SQL

Tableau

Power BI

Looker

Salesforce reporting

Job description

Goosehead Insurance is turning its in-house Service organization into a product and seeking a Business Analyst to size the opportunity, track performance, and help build the playbook that lets us stand it up, scale it, and run it well.

This is a hands-on operations analytics role, working close to the data and the team, setting targets, monitoring progress, and supporting leadership with concrete numbers.