As a Service Delivery Specialist at Presence, you will own the day-to-day execution of service delivery across a portfolio of districts aligned to National, East, or West regional accounts. You’ll lead delivery conversations, manage provider alignment, and ensure referrals are fulfilled on time and in line with revenue goals.
What You'll Do
- Own day-to-day service delivery execution across assigned districts, managing a portfolio tied to annual revenue targets.
- Lead delivery conversations with district stakeholders, ensuring alignment and progress toward contract goals.
- Guide district partners toward solutions that align with Presence’s proven service model.
- Proactively escalate misalignments between customer expectations and operational capacity.
- Drive referral and student flow and volume and remove operational barriers to convert customer commitments into billable services.
- Partner with Referral Management and Staffing teams to ensure incoming referrals can be acted on efficiently.
- Manage provider alignment across your districts, ensuring each provider is appropriately supported based on caseload, skillset, and availability.
- Maintain a clear view of referral pipeline status, fulfillment timelines, and provider capacity across your accounts.
- Track and influence referral viability to ensure continuous referral and student activation.
- Monitor and analyze service delivery performance to identify trends, risks, and opportunities for operational improvement.
- Handle quality or performance concerns, support corrective actions, and drive provider retention across your portfolio.
- Monitor and influence service outcomes that drive contract success and revenue realization.
- Surface account-level risks early and drive action to mitigate delivery gaps.
- Identify stalled or declining referral flow and take proactive steps to meet volume and quality goals.
- Escalate operational risks to Revenue Account Managers when commercial intervention is required.
- Ensure Presence Standards are met during onboarding and rollout, supporting smooth transitions into steady-state operations.
- Share insights with Revenue Account Managers to support renewal and upsell conversations.
- Provide operational visibility to Account Managers to inform revenue strategy.
- Collaborate with internal teams to improve workflows, remove recurring barriers, and strengthen the district experience.
What We're Looking For
- 3+ years in operations, customer success, or service delivery roles.
- Experience owning customer outcomes tied to SLAs, service targets, or revenue goals.
- Confident decision-maker with a strong business mindset.
- Proven ability to communicate clearly with both internal account managers and external partners.
- Strong organizational and coordination skills across multiple accounts.
- Comfortable working with metrics, forecasts, and operational tools.
- Ability to drive accountability with district partners and escalate operational barriers quickly and clearly.
Nice to Have
- Experience in K–12 education, EdTech, healthcare, or therapy service environments.
- Familiarity with virtual service delivery, teletherapy models, or caseload management.
- Exposure to staffing, scheduling, or provider management processes.
- Clinical background is a plus, but not required.
Technical Stack
- spreadsheets
- CRMs
- dashboards
Team & Environment
Cross-functional collaboration with Referral Management, Staffing, and Revenue Account Manager teams.
Benefits & Compensation
- Comprehensive benefit plans, including medical with a High Deductible Plan and generous HSA contribution, plus dental and vision coverage.
- In addition to 11 observed holidays, salaried team members have discretionary paid time off and hourly team members accrue 15 days paid time off starting.
- 401K savings plan with a company match.
- $500 home office stipend.
- Benefits package including company-paid life insurance, AD&D, Employee Assistance Program, and disability benefits.
- Wellness programs with Headspace, Peloton and One Medical.
- Paid parental and caregiving leave.
- Professional Development opportunities - eligibility to apply for our scholarship program.
- Eligibility to participate in Presence’s equity plan.
- Collaborative, inclusive, and fun culture that is recognized as Great Place to Work certified.
- Employee Resource Groups to promote shared community and belonging.
- A meaningful and fulfilling opportunity to join a mission-driven team and help thousands of students unlock their full potential through access to high-quality special education services.
- Opportunities to give back to your community, including volunteer time off and donation matching.
Work Mode
This role follows a hybrid work mode. Presence is a remote-first company while recognizing the importance of in-person connection to advance our mission.
Presence is unable to provide visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship, now or in the future.
