Director - Service Delivery (San Antonio)

Goosehead Insurance Agency•San Antonio, TX

23d

About The Position

The Director of Service Delivery is a high-capacity leader responsible for building strong managers and elevating team performance in a dynamic, fast-paced environment. This role requires a coach and cultural architect who can lead through complexity, drive accountability, and build scalable systems of execution. This role is accountable for scaling leadership capacity across service layers by embedding coaching practices, formalizing talent development pathways, and ensuring cultural consistency during high-velocity growth.

Requirements

Effective coach and developer of people managers.
Strong communicator across levels and departments.
Able to hold teams accountable while motivating high performance.
Deep understanding of operational metrics and service dynamics.
Confident leading through transformation and ambiguity.
Fast learner with proven change-readiness.
Strong organizational and execution skills.
Able to connect performance to customer and business value.

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.