Manager - Service

Goosehead Insurance•Orlando, FL

20d

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 improve performance behaviors, delivering weekly 1:1s focused on development, growth, and resilience, and promoting urgency and ownership in a dynamic environment. The manager will also facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives. A critical aspect of the role is escalating critical risks early and collaborating with other functions 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. Additionally, the role includes maintaining and tracking individual development plans, leading issue resolution, supporting 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 in conducting structured coaching sessions.
Proficiency in 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.
Skills in escalating critical risks and collaborating cross-functionally.
Ability to maintain 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.
Proficiency in maintaining and tracking individual development plans.
Experience in 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.