Manager - Service Delivery (Westlake)
Goosehead Insurance Westlake, Ohio, United States
Insurance · 1,001-5,000 employees
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About the role
The manager will lead and coach frontline agents to meet service KPIs such as SLA, NPS, and CSAT. They are responsible for conducting structured coaching sessions, facilitating team huddles, and driving performance through development initiatives.
What they look for
Requirements
The role requires strong leadership capabilities to manage team performance and foster a feedback-rich culture. Candidates must be able to handle high-stakes escalations and collaborate effectively across departments to resolve critical risks.
Full description
- 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.
