Manager - Service Delivery (San Antonio)

Goosehead Insurance San Antonio, Texas, United States

Insurance · 1,001-5,000 employees

3 d ago

Senior (5-10 yrs) Full-time United States

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About the role

The Manager of Service Delivery is responsible for leading and coaching frontline agents to meet service targets and KPIs. They facilitate performance reviews, drive team development, and foster a culture of accountability and responsiveness.

What they look for

Team Leadership Coaching Performance Management Service Delivery KPI Management SLA Management NPS CSAT Conflict Resolution Staff Development Accountability Cross-functional Collaboration Data Analysis Strategic Planning

Requirements

The role requires strong leadership skills to manage daily performance and conduct structured coaching sessions. Candidates must be capable of driving team-level transformation and resolving high-stakes escalations in a fast-paced environment.

Full description

The Manager of Service Delivery is responsible for the daily performance, coaching, and development of frontline service team members. This leader ensures the team hits service targets and maintains a strong culture of accountability and responsiveness. This role is the frontline force for coaching excellence, team development, and cultural reinforcement in daily execution.

Job 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.