Manager - Service Delivery
Goosehead Insurance Westlake, Ohio, United States
Insurance · 1,001-5,000 employees
2 d ago
Senior (5-10 yrs)
Full-time
United States
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About the role
Lead and coach frontline agents to meet service KPIs while fostering a high-performance and inclusive team culture. Facilitate structured coaching sessions, manage performance reviews, and drive team-level transformation initiatives.
What they look for
Team Leadership
Coaching
Performance Management
Service Level Agreement (SLA)
Net Promoter Score (NPS)
First Contact Resolution (FCR)
Customer Satisfaction (CSAT)
Conflict Resolution
Cross-functional Collaboration
Strategic Planning
Employee Development
Data Analysis
Communication
Problem Solving
Mentoring
Change Management
Requirements
The role requires strong leadership capabilities to manage team performance and resolve high-stakes escalations. Candidates must be adept at coaching, data-driven decision-making, and cross-functional collaboration.
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.
