Manager - Service Delivery (San Antonio)
- LocationSan Antonio
- Work typeOn-site
- EmploymentFull-time
- Posted30 October 2026
- SourceGoosehead's careers page (Workday)
Live checkFirst seen 7 days ago; still listed on Goosehead's careers page 2 h ago.
Posted beforeRoleFinder first saw this role on 10 October 2026, 22 days before this listing. Reposts are often real openings that took long to fill.
About the role
- 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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