Service Delivery Specialist

Overview 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. 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 to help you connect in-person in a meaningful way for team offsites or key district visits. What You’ll Do 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 we are aligned, responsive, and moving toward contract goals. Guide district partners toward solutions that align with Presence’s proven service model, focusing on what can be effectively delivered today. Proactively escalate misalignments between customer expectations and operational capacity. Drive referral and student flow and volume and remove operational barriers so customer commitments convert into active, billable student services. Referral & Provider Coordination — 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 and set up for success based on caseload, skillset, and availability. Maintain a clear view of referral pipeline status, fulfillment timelines, and provider capacity across your accounts. Use this knowledge to keep customers informed and manage internal expectations around delivery feasibility. Track and influence referral viability and ongoing referral velocity to ensure continuous referral and student activation. Performance & Revenue Accountability — Monitor and analyze service delivery performance to identify trends, risks, and opportunities for operational improvement across providers and districts. 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 referral volume and quality goals. Escalate operational risks to Revenue Account Managers when commercial intervention is required (upsells, cross sells or change in service contract needs). Cross-Functional Collaboration — 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, integrate The Presence Way and strengthen the district experience. What we are 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. 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 (e.g., spreadsheets, CRMs, dashboards). Ability to drive accountability with district partners and escalate operational barriers quickly and clearly. Preferred 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. What will help you succeed here Your districts are consistently moving forward, referrals are being filled, providers are aligned, and services are being delivered. Customers see you as a confident partner who leads with solutions, not blockers. Your accounts are meeting or exceeding contract delivery and revenue targets. You surface risks early and push for the right business outcomes. Internal account managers trust you to balance customer needs with operational realities. Referral flow is strong and meeting expectations and goals. Operational issues are addressed proactively and interruption to service referrals and students is minimized. 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 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. The employee’s starting salary for this position will be $65,000-75,000. 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. #J-18808-Ljbffr