Service Delivery Associate

Job Description

Job Description

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:

We're looking for a Service Delivery Associate to join our Service Delivery team. Reporting into our Operations team and working closely with Service Delivery Specialists, Recruiting, and Revenue teams, you'll play a key role in coordinating operational service delivery for a portfolio of low-complexity school districts.

As a Service Delivery Associate, you'll own the day-to-day operational coordination of a portfolio of low-complexity school districts. Serving as the primary operational contact for assigned accounts, you'll manage referrals from intake through service initiation while coordinating provider readiness, customer communication, and operational coordination. Working closely with Service Delivery Specialists and cross-functional teams, you'll proactively resolve operational issues and escalate complexity when needed.

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 department offsites or team gatherings.

What will you do at Presence:

District Coordination & Ownership

• Own the end-to-end operational coordination and health of a portfolio of low-complexity districts, as the primary operational owner.
• Serve as the primary operational contact for assigned districts, providers, and internal partners.
• Coordinate referral progression from intake through service readiness, ensuring referrals continue moving toward successful fulfillment.
• Maintain proactive communication with district partners regarding referral status, scheduling updates, and operational questions.
• Identify operational risks early and escalate complex customer, provider, or workflow issues to the appropriate Service Delivery Specialist or Manager.

Referral & Provider Coordination

• Coordinate provider engagement, referral acceptance, scheduling, and service readiness activities.
• Monitor referral pipeline health and proactively address stalled, aging, or delayed referrals.
• Partner with Staffing, Recruiting, and Service Delivery Specialists to support provider alignment and referral fulfillment.
• Maintain accurate referral documentation and operational data across company systems.
• Ensure referrals meet established service level expectations throughout the referral lifecycle.

Operational Excellence

• Monitor account health, referral progression, and operational performance across assigned accounts.
• Resolve routine operational issues while identifying opportunities to improve efficiency and customer experience.
• Recommend workflow improvements that simplify processes and increase operational effectiveness.
• Maintain operational standards while ensuring data integrity and process consistency.
• Resolve routine operational barriers independently and escalate complex customer, provider, or workflow challenges requiring strategic coordination.

Cross-Functional Collaboration

• Partner with Service Delivery Specialists, Recruiting, and Revenue teams to ensure referrals move efficiently through the delivery process.
• Share operational updates, customer feedback, and emerging risks with internal stakeholders.
• Support onboarding and service implementation activities to ensure smooth transitions into ongoing service delivery.
• Contribute to continuous improvement initiatives that strengthen operational execution and the customer experience.

What we are looking for:

Required

• 1+ years of experience in operations, customer success, account coordination, project coordination, service delivery, or a related field.
• Experience managing multiple priorities while meeting service level expectations.
• Strong organizational, communication, and problem-solving skills.
• Ability to build productive relationships with internal and external stakeholders.
• Comfortable working with operational systems, spreadsheets, CRMs, and reporting tools.
• Demonstrated ability to identify issues, prioritize work, and escalate operational risks appropriately.

Preferred

• Experience supporting K-12 education, healthcare, staffing, or service organizations.
• Familiarity with referral management, scheduling, provider coordination, or customer operations.
• Experience working within remote, cross-functional teams.
• Experience supporting multiple customer accounts simultaneously.

What will help you succeed here:  

• You balance speed, quality, and customer experience while managing multiple operational priorities.
• Your assigned accounts consistently move referrals from intake to service initiation with minimal delays.
• Customers receive timely, accurate communication and view you as a trusted operational partner.
• You proactively identify operational risks and resolve or escalate issues before they impact service delivery.
• Provider coordination is organized, responsive, and supports timely referral fulfillment.
• Your accounts consistently meet service level expectations while maintaining operational accuracy.
• Internal partners trust you to execute consistently, communicate clearly, and collaborate effectively across teams.
• You continuously look for opportunities to improve processes, increase efficiency, and enhance the customer experience.

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 for this role is $55,000.00 - $62,500.00

Due to minimum salary thresholds for exempt employees in certain states, candidates residing in the following locations are  not eligible for this role at the listed salary: California, Colorado, Connecticut, New York (NYC, Nassau, Suffolk, and Westchester counties), and Washington.

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.