Service Delivery Specialist

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 7 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 Service Delivery Specialist, 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 Presence’s revenue goals. You’ll work cross-functionally to align the right providers to the right students, ensuring they are set up for success and delivering services that meet the Presence Standard for clinical quality. This role requires a strong business mindset, clear communication, and the ability to guide districts toward solutions that reflect our proven delivery model while maintaining the highest expectations for therapy excellence. 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, limited travel may be required for team offsites or key district visits. What You’ll Do at Presence: District Execution & Ownership: ● Own day-to-day service delivery execution across assigned districts, managing a portfolio tied to annual revenue targets aligned to National, East, or West regional accounts ● Lead delivery conversations with district stakeholders, ensuring alignment and progress toward contract goals ● Guide district partners toward solutions aligned with Presence’s service model ● Proactively escalate misalignments between customer expectations and operational capacity ● Drive referral and student flow, removing operational barriers to convert commitments into active services Referral & Provider Coordination: ● Partner with Referral Management and Staffing teams to efficiently action incoming referrals ● Manage provider alignment across districts, ensuring proper support based on caseload, skillset, and availability ● Maintain visibility into referral pipeline, fulfillment timelines, and provider capacity ● Keep customers informed and manage internal expectations around delivery feasibility ● Track and influence referral viability, activation timelines, and ongoing referral velocity Performance & Revenue Accountability: ● Monitor service delivery performance to identify trends, risks, and opportunities ● Address quality or performance concerns and support corrective actions ● Drive provider retention across your portfolio ● Monitor service outcomes tied to contract success and revenue realization ● Surface risks early and take action to mitigate delivery gaps ● Identify stalled referral flow and escalate risks to Revenue Account Managers when needed Cross-Functional Collaboration: ● Ensure Presence Standards are met during onboarding and rollout ● Share insights with Revenue Account Managers to support renewals and upsells ● Provide operational visibility to inform revenue strategy ● Collaborate with internal teams to improve workflows and strengthen the district experience What We’re Looking For: Required: ● 3+ years in operations, customer success, or service delivery roles ● Experience owning customer outcomes tied to SLAs, service targets, or revenue goals ● Strong business judgment and decision-making skills ● Clear communicator with internal and external stakeholders ● Strong organizational and account coordination skills ● Comfortable working with metrics, forecasts, and tools (spreadsheets, CRMs, dashboards) ● Ability to drive accountability and escalate issues effectively Preferred: ● Experience in K–12 education, EdTech, healthcare, or therapy environments ● Familiarity with virtual service delivery, teletherapy, or caseload management ● Exposure to staffing, scheduling, or provider management ● Clinical background is a plus, not required What Will Help You Succeed Here: ● Districts consistently progressing with referrals filled and services delivered ● Customers view you as a solutions-oriented partner ● Accounts meet or exceed delivery and revenue targets ● Risks are surfaced early with proactive action ● Strong trust with internal account managers ● Healthy referral flow meeting targets ● Operational issues addressed proactively with minimal disruption How We Support You: ● Comprehensive benefits (medical, dental, vision, HSA contributions) ● 11 holidays + discretionary PTO (salaried) / 15 days PTO (hourly) ● 401(k) with company match ● $500 home office stipend ● Company-paid life insurance, AD&D, EAP, and disability benefits ● Wellness programs (Headspace, Peloton, One Medical) ● Paid parental and caregiving leave ● Professional development and scholarship opportunities ● Inclusive, collaborative culture (Great Place to Work certified) ● Employee Resource Groups ● Volunteer time off and donation matching Compensation: The starting salary for this position is $65,000–$75,000. This job description outlines the general scope, responsibilities, and qualifications of the role and is not exhaustive. Responsibilities may change based on business needs. Presence is unable to provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship now or in the future.