Manager – Production Support

Goosehead Insurance • Westlake, OH

1d

About The Position

As the Manager of Production Support for the Digital Agent portfolio, you will own the operational monitoring, incident response, and reliability management framework that protects our revenue generating platform. Digital Agent enables clients to quote, compare, and bind insurance policies online, with optional agent support. When this platform degrades, it directly impacts conversion, agent workload, carrier relationships, and brand trust. Production Support is not a ticket processing function in this environment. It is a frontline operational command center responsible for protecting user experience and reducing MTTR. You will lead a team of Level 1 Production Support agents responsible for real time monitoring, triage, escalation, and cross team coordination. You will partner closely with Engineering, Product Management, QA, Carrier Integrations, and Infrastructure teams to ensure rapid detection, accurate escalation, and disciplined incident management. This role requires strong operational leadership, sound technical judgment, and the ability to drive urgency without creating chaos. You will be expected to build repeatable systems and processes that improve signal quality and reduce time to resolution. 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.

Requirements

• Strong operational leadership
• Sound technical judgment
• Ability to drive urgency without creating chaos

Responsibilities

• Own the operational monitoring, incident response, and reliability management framework that protects our revenue generating platform
• Lead a team of Level 1 Production Support agents responsible for real time monitoring, triage, escalation, and cross team coordination
• Partner closely with Engineering, Product Management, QA, Carrier Integrations, and Infrastructure teams to ensure rapid detection, accurate escalation, and disciplined incident management
• Build repeatable systems and processes that improve signal quality and reduce time to resolution

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed