Manager - Service

Goosehead Insurance•Orlando, FL

18d

About The Position

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.

Requirements

Leadership experience
Coaching skills
Understanding of service KPIs (SLA, NPS, FCR, CSAT)
Ability to conduct structured coaching sessions
Experience with 1:1 meetings focused on development
Ability to promote urgency and ownership
Experience facilitating team meetings (huddles, reviews, deep-dives)
Risk escalation and cross-functional collaboration skills
Ability to foster a respectful, inclusive, and feedback-rich culture
Experience with transformation initiatives
Ability to identify high-potential employees
Experience with individual development plans
Issue resolution skills
Ability to reinforce cultural and behavioral standards
Reporting skills to senior leadership

Nice To Haves

Experience in peer coaching circles

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.