Manager – Service Delivery

About Presence

Presence is the leading provider of teletherapy solutions for children with diverse needs. Our award-winning technology connects speech-language pathologists, school psychologists, occupational therapists, and mental health specialists to K-12 school districts nationwide. With a growing network of over 2,000 clinicians and more than 8 million teletherapy sessions delivered, we’re dedicated to ensuring every child has access to the support they need.

At Presence, we embrace the benefits of being a remote-first company while recognizing the importance of in-person connection to advance our mission. We place a high value on “cameras on” engagement, schedule coordination, and cross-functional communication to stay connected while working in different places. Travel is also an important part of many roles, helping us build stronger relationships with our teams, clinicians, and school partners. The frequency will vary by role and responsibilities, but may include activities such as department offsites, team gatherings, and school or industry events.

About the role:

As a Manager, Service Delivery, you will own day-to-day service delivery performance for a portfolio of school district accounts. You are responsible for converting booked revenue into realized revenue by ensuring referrals are activated quickly, providers are fully utilized, and services are delivered successfully.

You will lead a team of Service Delivery Specialists and serve as the primary operational owner of district outcomes. Working closely with service delivery leadership, empowerment/recruiting, revenue teams, credentialing, and enablement teams, you will ensure contracts are fulfilled, service commitments are met, and revenue targets are achieved.

This role is accountable for the operational performance, utilization, and revenue realization of an assigned district portfolio while maintaining a high-quality customer experience. You will execute the service delivery strategy established by leadership and drive accountability across your assigned accounts. This role supports the Director, Service Delivery in delivering predictable and scalable revenue outcomes.

To stay connected, all employees commit to being available on-camera during our Core Working Hours (Monday - Friday, 12 - 5 p.m. ET) with standard business hours of 9 a.m. - 6 p.m. in your local time zone. For this role, up to 10% travel may be required to help you connect in-person in a meaningful way. 

What will you do at Presence:

Revenue Execution & Portfolio Management

• Own service delivery outcomes across an assigned portfolio of school districts.
• Drive conversion of referrals into active services to maximize revenue realization.
• Monitor referral flow, provider utilization, and service delivery performance against targets.
• Identify risks to revenue attainment and implement mitigation plans proactively.
• Maintain accurate forecasts for referral volume, service activation, and delivery capacity.
• Ensure district contracts are executed in alignment with agreed service commitments and timelines.
• Partner with Director, Service Delivery to achieve portfolio revenue goals.

Team Leadership & Coaching

• Lead and develop a team of Service Delivery Specialists.
• Establish clear expectations, priorities, and performance standards.
• Conduct regular coaching, performance reviews, and development conversations.
• Foster a culture of accountability, collaboration, customer focus, and operational excellence.
• Ensure team adherence to established service delivery processes and escalation protocols.

Service Delivery Execution

• Own the daily operational management of district accounts.
• Ensure referrals are processed efficiently and assigned appropriately.
• Optimize provider caseloads and utilization to maximize service capacity.
• Monitor key delivery metrics and take corrective action when performance falls below targets.
• Execute service delivery playbooks and operational standards consistently across accounts.

District Partnership & Collaboration

• Serve as the primary operational contact for district service delivery needs.
• Build trusted relationships with district stakeholders through proactive communication and problem-solving.
• Partner with Account Management to support renewals, expansions, and customer satisfaction initiatives.
• Collaborate with service delivery leadership, empowerment/recruiting, revenue teams, credentialing, and enablement teams to remove barriers to service delivery.
• Escalate strategic account risks and opportunities to leadership as appropriate.

Escalation Management & Recovery

• Manage district service delivery escalations and resolution plans.
• Lead recovery efforts when service delivery, utilization, or revenue performance is at risk.
• Ensure timely communication and follow-through on corrective actions.
• Document risks, trends, and lessons learned to improve future execution.

Continuous Improvement

• Analyze performance data to identify trends and opportunities for improvement.
• Recommend process enhancements that improve referral velocity, utilization, customer experience, and revenue realization.
• Contribute feedback to leadership regarding operational workflows, systems, and service delivery playbooks.
• Support implementation of new processes, tools, and operational initiatives.

What are we looking for:

• 5+ years of experience in service delivery, customer success, operations, account management, or related fields.
• 2+ years of people leadership experience.
• Experience managing customer outcomes tied to service delivery, contractual commitments, revenue, or operational KPIs.
• Strong analytical and problem-solving skills with experience using data to drive decisions.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Exceptional communication and relationship-building skills.
• Experience leading cross-functional initiatives and driving accountability.

Preferred

• Experience in EdTech, healthcare, staffing, SaaS, or services-based business models.
• Experience managing remote or distributed teams.
• Familiarity with Salesforce, Looker, or similar operational systems.
• Experience working with school districts or education organizations.

What will help you succeed here:

• You create clarity and drive execution in complex situations.
• You balance customer needs with business objectives.
• You proactively identify risks and take action before problems escalate.
• You use data to inform decisions and measure success.
• You build strong partnerships across teams and functions.
• You coach team members to improve performance and achieve results.
• Your portfolio consistently achieves referral, utilization, and revenue targets.
• Districts experience reliable service delivery, strong communication, and high satisfaction.
• Escalations are resolved quickly and effectively.
• Your team delivers predictable, scalable operational outcomes that contribute to overall business success.

How we support you: 

• 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 flexible paid time off and hourly team members accrue 15 days paid time off starting
• 401K savings plan with a discretionary 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
• 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

An employee’s starting pay will be determined based on job-related skills, experience, qualifications, and market conditions. We aim to pay competitively for our size and industry.

The annual base salary range for this role is $85,000.00 - $90,000.00

This job description is intended to outline the general scope, responsibilities, and qualifications of the role. It is not designed to cover or contain a comprehensive list of all tasks, duties, or responsibilities that may be required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice, to meet the evolving needs of Presence.

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.