Manager, Service Delivery

About Our Client

The organization operates as an innovative, mission-driven pioneer within the digital healthcare and educational technology sectors, engineering premier teletherapy solutions tailored specifically for K-12 school districts nationwide. By architecting an extensive, rapidly growing nationwide network of elite clinicians, the company seamlessly connects school systems with certified speech-language pathologists, school psychologists, occupational therapists, and mental health professionals. The enterprise directly addresses the systemic challenge of clinical shortages in education, breaking down geographical barriers to deliver highly accessible, impactful, and compliant therapeutic support to children with diverse learning and developmental needs.

About the Opportunity

The Manager, Service Delivery will step into a high-visibility, operationally rigorous leadership role engineered to champion execution and commercial health across a strategic portfolio of school district accounts. This position takes complete operational ownership of the end-to-end customer lifecycle post-sale, ensuring that clinical referrals are rapidly activated, provider networks are optimized, and therapeutic services are flawlessly executed. Serving as a crucial bridge between commercial targets and clinical operations, the Manager directly drives booked revenue realization, safeguards account retention, and elevates the end-to-end service delivery experience for educational institutions and the students they serve.

Responsibilities

• Lead, protect, and optimize end-to-end service delivery outcomes across an assigned, high-value portfolio of partner school district accounts
• Drive the strategic velocity of converting student referrals into active, ongoing therapeutic sessions to accelerate contract execution and maximize booked revenue realization
• Monitor real-time referral pipelines, clinician utilization rates, and overall service delivery performance to ensure peak operational efficiency
• Proactively isolate, track, and mitigate operational risks or fulfillment gaps that pose threats to corporate revenue attainment
• Construct, maintain, and report highly accurate data forecasts regarding seasonal student referral influxes and active service volumes
• Audit and manage district contracts continuously to guarantee absolute alignment with established service level agreements (SLAs) and strict timelines
• Recruit, mentor, and develop a high-performing team of Service Delivery Specialists, fostering a culture of accountability and analytical excellence
• Establish clear, metric-driven performance standards while conducting regular coaching, tactical training, and formal performance evaluations
• Command the daily operational mechanics of district accounts, resolving cross-functional friction points across billing, credentialing, and scheduling workflows
• Balance and optimize provider caseloads alongside overall service capacity to maximize clinician retention and district satisfaction
• Serve as the primary senior operational point of contact for district administrative stakeholders regarding intricate service delivery requirements
• Cultivate deep, long-term relationships with district decision-makers to lay the operational foundation for successful contract renewals and account expansions
• Collaborate dynamically across matrixed internal divisions, including Sales, Clinical Operations, and Product Engineering, to dismantle service delivery barriers
• Manage high-priority client escalations with extreme urgency, deploying rapid-response recovery initiatives to maintain institutional trust
• Analyze multi-dimensional operational data sets to diagnose performance trends, deliver narrative insights, and recommend structural improvements
• Support and champion the cross-functional implementation of new internal software tools, automated processes, and overarching corporate operational initiatives

Requirements

• A minimum of five (5) years of progressive, professional experience within service delivery, customer success operations, high-velocity account management, or quantitative business operations
• At least two (2) years of dedicated, direct people leadership tenure with a proven history of managing, scaling, and coaching operational teams
• Demonstrated success managing complex customer outcomes linked directly to contract fulfillment, revenue retention, utilization tracking, or strict corporate KPIs
• Exceptional analytical and problem-solving capabilities, with a deep-seated reliance on data-driven decision-making and business intelligence tools
• Superb communication and relationship-building skills, demonstrating an ability to align, influence, and negotiate with diverse institutional stakeholders
• Proven resilience and capability to fluidly prioritize multiple high-stakes initiatives simultaneously within a fast-paced, high-growth environment
• Foundational familiarity with the K-12 educational landscape, special education frameworks (IEPs), or healthcare/telehealth operations is highly desirable but not mandatory

Benefits

• High-tier, comprehensive medical, dental, and vision insurance coverage options initialized to secure the well-being of employees and their families
• Secure future financial planning via an enterprise-sponsored retirement savings framework complete with competitive corporate matching contributions
• Generous accrued Paid Time Off (PTO) allocations alongside recognized company paid holidays to promote true work-life harmony and personal rejuvenation
• Dedicated professional development stipends and corporate learning paths to actively sponsor continuing leadership and technical skills training
• Modern home office support structures, including digital equipment provisioning and remote work collaboration allowances
• Comprehensive health and wellness resources, including confidential counseling access via the corporate Employee Assistance Program (EAP)