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Manager - Service Delivery

Goosehead InsuranceWestlake, OH
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Overview

Schedule
Full-time
Career level
Director
Remote
On-site
Benefits
Career Development

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.

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FAQs About Manager - Service Delivery Jobs at Goosehead Insurance

What is the work location for this position at Goosehead Insurance?
This job at Goosehead Insurance is located in Westlake, OH, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Goosehead Insurance?
Employer has not shared pay details for this role.
What employment applies to this position at Goosehead Insurance?
Goosehead Insurance lists this role as a Full-time position.
What experience level is required for this role at Goosehead Insurance?
Goosehead Insurance is looking for a candidate with "Director" experience level.
What benefits are offered by Goosehead Insurance for this role?
Goosehead Insurance offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Goosehead Insurance?
You can apply for this role at Goosehead Insurance either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.