What are the responsibilities and job description for the Director of Services position at Goosehead Insurance?
Ready to shape the future of enterprise service delivery?
We’re seeking a Director of Service Delivery who thrives in complexity, drives accountability, and builds scalable systems that elevate performance across the organization.
This is a high-impact leadership role for a change management champion who can coach senior leaders, lead cultural transformation, and deliver operational excellence in a call center environment where First Call Resolution (FCR) is the gold standard.
What You’ll Do
✔ Coach & Develop: Build leadership pipelines by coaching senior managers and embedding structured development frameworks.
✔ Drive Performance: Own KPIs like SLA, NPS, CSAT, and FCR to ensure operational rigor and continuous improvement.
✔ Lead Transformation: Partner with Tech, Product, and Sales to drive strategic change and innovation.
✔ Champion Culture: Foster urgency, discipline, and scalable success through change leadership.
✔ Optimize Execution: Implement agile performance systems and align service delivery with strategic goals.
✔ Elevate Talent: Sponsor stretch assignments and rotational programs to grow emerging leaders.
Basic Qualifications
- High School Diploma
- 4–6 years managing managers or senior leaders
- On-site presence required
- Ability to travel quarterly for leadership development and strategic initiatives
Preferred Qualifications
- Enterprise-level transformation experience
- Expertise in change management and cultural leadership
- Familiarity with agile frameworks and continuous improvement
- Proven success in coaching leadership teams
- Strong executive communication and influence skills
- Data-driven decision-making proficiency
- Comfortable in fast-paced, high-growth environments
Why Join Us?
This is your chance to architect scalable systems, shape leadership pipelines, and drive cultural transformation in a high-growth environment. If you’re passionate about building strong teams and leading change, we want to hear from you!
👉 Apply now and help us redefine service delivery at scale!
Salary : $120,000 - $200,000