Director - Service Delivery (San Antonio)
About The Position
Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it. If you think you have what it takes to grow with our company, we would love to meet you. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!
Responsibilities
- Coach and develop senior managers and managers to meet high performance standards.
- Drive ownership of team KPIs (SLA, NPS, CSAT, FCR) and maintain operational rigor.
- Implement agile performance management systems and continuous improvement loops.
- Partner cross-functionally with Tech, Product, and Sales to lead transformation efforts.
- Cultivate a culture of urgency, discipline, and scalable success.
- Formalize leadership development frameworks with structured coaching cadences and calibration.
- Facilitate cross-functional leadership development roundtables to build shared practices.
- Provide decisive leadership during escalations and inflection points.
- Track and report coaching effectiveness using engagement and performance data.
- Align service delivery results with strategic goals (e.g., retention, upsell, digital adoption).
- Communicate with influence and clarity across teams during ambiguity and change.
- Convert client feedback into strategic service enhancements.
- Champion innovation in tooling, processes, and workflows that remove friction.
- Forecast staffing and budget needs in partnership with Finance and WFM.
- Sponsor stretch and rotational development programs to elevate emerging talent.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
