PresenceLearning

Manager, Service Delivery

Remote, US

No sponsorship$85k-$90kDetected 6 days ago

Data VisualizationSalesforceAccount ManagementPerformance ManagementCustomer SuccessLeadershipCommunicationCollaborationProblem SolvingMentoring

About the role

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.
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 create clarity and drive execution in complex situations.
You build strong partnerships across teams and functions.
Your team delivers predictable, scalable operational outcomes that contribute to overall business success.
As a Manager, Service Delivery, you will own day-to-day service delivery performance for a portfolio of school district accounts.
You will execute the service delivery strategy established by leadership and drive accountability across your assigned accounts.
Own service delivery outcomes across an assigned portfolio of school districts.
Drive conversion of referrals into active services to maximize revenue realization.
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.
Travel is also an important part of many roles, helping us build stronger relationships with our teams, clinicians, and school partners.

For this role, up to 10% travel may be required to help you connect in-person in a meaningful way.

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.
Experience leading cross-functional initiatives and driving accountability.
Familiarity with Salesforce, Looker, or similar operational systems.

Monitor referral flow, provider utilization, and service delivery performance against targets.
Ensure district contracts are executed in alignment with agreed service commitments and timelines.
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.
Own the daily operational management of district accounts.
Ensure referrals are processed efficiently and assigned appropriately.
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.
Escalate strategic account risks and opportunities to leadership as appropriate.
Manage district service delivery escalations and resolution plans.

Our award-winning technology connects speech-language pathologists, school psychologists, occupational therapists, and mental health specialists to K-12 school districts nationwide.
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
$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
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

At Presence, we embrace the benefits of being a remote-first company while recognizing the importance of in-person connection to advance our mission.

This listing is sourced directly from PresenceLearning's careers page and normalized into a canonical job model.