Service Delivery Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Presence

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

📚 Education

⚕️ Healthcare Insurance

☁️ SaaS

💰 $349.6M Private Equity Round on 2021-11

Education • Healthcare Insurance • SaaS

Presence is a leading provider of live, online therapy and evaluation services for PreK-12 schools. The company offers a range of teletherapy services including speech-language therapy, mental health counseling, psychoeducational assessments, and occupational therapy through its innovative Kanga Therapy Platform. With a network of over 2,000 licensed clinicians, Presence aims to empower children with diverse needs by expanding access to essential services and supporting schools in navigating special education challenges. Their digital platform is designed to help clinicians deliver therapy efficiently while engaging with students in meaningful ways.

📋 Description

• 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. • 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. • 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. • 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. • 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. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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