Manager - Service Delivery (San Antonio)
About The Position
The Manager of Service Delivery is responsible for the daily performance, coaching, and development of frontline service team members. This leader ensures the team hits service targets and maintains a strong culture of accountability and responsiveness. This role is the frontline force for coaching excellence, team development, and cultural reinforcement in daily execution. 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
- Lead and coach frontline agents to consistently meet and exceed targets.
- Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT).
- Conduct structured coaching sessions that drive performance behaviors.
- Deliver weekly 1:1s 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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
