Manager - Service Delivery

Goosehead Insurance•Westlake, OH

12d

About The Position

This role involves leading and coaching frontline agents to achieve and surpass performance targets. The manager will be responsible for ensuring accountability against key service KPIs such as SLA, NPS, FCR, and CSAT. The position requires conducting structured coaching sessions to drive performance behaviors, delivering weekly 1:1s focused on development, growth, and resilience, and promoting urgency and ownership in a fast-paced environment. The manager will also facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives. A critical aspect of the role is early escalation of critical risks and cross-functional collaboration for resolution. Maintaining a respectful, inclusive, and feedback-rich team culture is paramount. The manager will own team-level transformation initiatives from conception to completion, identify high-potential team members for stretch assignments, and participate in peer coaching circles to enhance leadership consistency. Responsibilities also include maintaining and tracking individual development plans, leading issue resolution and high-stakes escalations, reinforcing cultural and behavioral standards, and reporting coaching and team development outcomes to senior leadership.

Requirements

Leadership and coaching skills
Ability to ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT)
Experience conducting structured coaching sessions
Experience delivering weekly 1:1s focused on development, growth, and resilience
Ability to promote urgency and ownership in a fast-paced environment
Experience facilitating daily huddles, weekly scorecard reviews, and monthly performance deep-dives
Ability to escalate critical risks early and collaborate cross-functionally
Skills in maintaining a respectful, inclusive, and feedback-rich team culture
Experience owning team-level transformation initiatives
Ability to identify high-potential team members and guide stretch assignments
Experience participating in peer coaching circles
Ability to maintain and track individual development plans
Experience leading issue resolution and supporting high-stakes escalations
Ability to reinforce cultural and behavioral standards
Experience reporting coaching and team development outcomes to senior leadership

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.