other
Posted Feb 10Director - Service Delivery (Westlake)
at Goosehead Insurance – The Flock Agency
On-site
Responsibilities
- Coach and develop senior managers and managers to meet high performance standards.
- Drive ownership of team KPIs (SLA, NPS, CSAT, FCR) and maintain operational rigor.
- Implement agile performance management systems and continuous improvement loops.
- Formalize leadership development frameworks with structured coaching cadences and calibration.
- Facilitate cross-functional leadership development roundtables to build shared practices.
- Track and report coaching effectiveness using engagement and performance data.
- Align service delivery results with strategic goals (e.g., retention, upsell, digital adoption).
- Champion innovation in tooling, processes, and workflows that remove friction.
- Forecast staffing and budget needs in partnership with Finance and WFM.
- Sponsor stretch and rotational development programs to elevate emerging talent.
Additional details
- Partner cross-functionally with Tech, Product, and Sales to lead transformation efforts.
- Provide decisive leadership during escalations and inflection points.
- Communicate with influence and clarity across teams during ambiguity and change.