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Goosehead

Manager - Service Delivery (San Antonio)

San Antonio

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hirly's read of this role

Seniority
Lead / management
Country
US
Work mode
On-site / unstated
First seen by hirly
31 Oct 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

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.

Original posting on Goosehead's site ↗

Listed on hirly, a job board. hirly is not the employer: Goosehead is hiring for this role.

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