Manager - Service Delivery (San Antonio)
Goosehead Insurance San Antonio, Texas, 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 while fostering a feedback-rich team culture. They are responsible for conducting structured coaching sessions, facilitating team huddles, and driving transformation initiatives from design to execution.
What they look for
Requirements
The role requires strong leadership capabilities to manage team performance, development plans, and high-stakes escalations. Candidates must demonstrate the ability to collaborate cross-functionally and maintain accountability in a fast-paced service environment.
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.
