Manager - Service Delivery (San Antonio)

Goosehead Insurance•San Antonio, TX

22d

About The Position

The Manager - Service Delivery leads and develops frontline agents to meet and exceed service targets. The role is accountable for team performance against service KPIs, including SLA, NPS, FCR, and CSAT, and promotes urgency, ownership, and a respectful, inclusive, feedback-rich team culture. The manager leads team-level transformation initiatives from design through execution, supports high-stakes issue resolution, and reports coaching and development outcomes to senior leadership.

Responsibilities

Lead and coach frontline agents to consistently meet and exceed targets.
Ensure accountability against key service KPIs, including SLA, NPS, FCR, and CSAT.
Conduct structured coaching sessions that drive performance behaviors.
Deliver weekly one-on-one meetings focused on development, growth, and resilience.
Promote urgency and ownership in a fast-paced environment.
Facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives.
Escalate critical risks early and collaborate cross-functionally to resolve them.
Maintain a respectful, inclusive, and feedback-rich team culture.
Own team-level transformation initiatives from design through execution.
Identify high-potential team members and guide stretch assignments.
Participate in peer coaching circles to improve leadership consistency.
Maintain and track individual development plans for all team members.
Lead issue resolution and support high-stakes escalations.
Reinforce cultural and behavioral standards through daily interactions.
Report coaching and team development outcomes to senior leadership.