Service Delivery Specialist

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.

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

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.