Service Delivery Manager

Alliance For Choice in Education•Greenwood Village, CO

2d•Onsite

About The Position

ACE Scholarships is a 501(c)(3) nonprofit organization founded in 2000 in Denver, Colorado. Its mission is to advance K-12 educational freedom by securing financial support so families can access the quality education of their choice. ACE provides partial scholarships to low-income children and currently serves approximately 16,000 or more children across 13 states, while pursuing expansion opportunities and preparing for the Education Freedom Tax Credit Program, effective January 2027. The Service Delivery Manager owns implementation, onboarding, and ongoing service delivery for ACE customers, including partner schools and organizations. Acting as a bridge between the Strategic Partnerships team and long-term partner success, this person provides responsive communication and clear guidance, and ensures a seamless transition into ACE systems and processes. The role helps ACE maintain a consistent, high-quality customer experience by improving processes and anticipating partner needs. The role is primarily focused on leading implementation and onboarding, including remote discovery, platform setup and configuration, project planning, training, progress monitoring, and go-live transitions. It also manages ongoing partner support, proactive check-ins, customer inquiries and escalations, documentation, and feedback. The manager collaborates with the Vice President of Services, Business Systems team, Scholarship Program team, and other teams during peak demand. This is a 100% in-office position based in ACE’s Denver office; customer service is delivered primarily by phone, email, and video, with limited in-person service. Travel is 0–5% throughout the year. The position is full-time and exempt, and reports to the Vice President of Services.

Requirements

3–5 years of professional experience in customer service, customer success, account management, implementation, project management, operations, or a similar customer-facing role.
Strong customer-service orientation and demonstrated ability to provide positive, responsive, and professional customer experiences.
Warm, personable, and professional demeanor across phone, email, video calls, and limited in-person interactions.
Excellent verbal and written communication skills, including explaining processes clearly, setting expectations, and following through on commitments.
Strong organization and attention to detail, with the ability to manage multiple customer needs and shifting priorities.
Strong project-management and implementation skills, including balancing project milestones with customer experience.
Experience in customer service, customer success, account management, implementation, or another customer-facing role.
Comfort working within conservative or religious partner environments.
Ability to remain calm, empathetic, and solution-oriented when handling customer questions, concerns, or escalations.
Ability to learn new systems, support customers remotely, and explain platform processes in accessible language.
Ability to use automated workflows, customer communication tools, or task-management systems.
Ability to thrive in a fast-growing, evolving environment, adapt to changing customer and organizational needs, and maintain a customer-centered approach through change.
Strong alignment with ACE’s mission, values, and founding principles.
Proficiency with Microsoft Office Suite.
Excellent interpersonal skills and ability to build customer trust and collaborate effectively with diverse stakeholders.

Nice To Haves

Bachelor’s degree in Business Administration, Nonprofit Management, or a related field is desired; equivalent related experience will be considered.
Experience with project-management, workflow, or customer relationship management tools is preferred.

Responsibilities

Serve as the primary customer contact for new partner schools and organizations after handoff from the Strategic Partnerships team.
Lead onboarding and implementation activities and create an organized, welcoming, high-touch experience for partners adopting ACE’s scholarship platform and tools.
Conduct remote discovery sessions by phone or video to understand partner requirements, timelines, staffing needs, workflows, and service expectations.
Coordinate platform setup, configuration, and data preparation.
Develop and manage implementation plans, timelines, milestones, dependencies, and customer commitments using ACE project-management tools.
Use automated workflows and communication tools to track tasks and provide consistent, proactive customer communication.
Deliver remote training and support to partner staff by phone, email, and video call, with limited in-person support as needed.
Monitor implementation progress to ensure accurate and timely completion.
Coordinate a clear transition after go-live, clarifying ongoing ownership, support channels, and next steps.
Conduct proactive check-ins with partner schools and organizations to understand needs, address concerns, and maintain relationships.
Provide ongoing support by phone, email, and video, resolving questions with sound judgment and maintaining customer confidence.
Manage inquiries and follow-up commitments promptly and according to service expectations; escalate risks or delays before they negatively affect customers.
Own or coordinate resolution of complex customer needs, service concerns, and escalations; communicate clearly, follow through to resolution, and rebuild customer confidence when expectations are not met.
Build trusted professional relationships with executive leaders, including CEOs and senior staff, across a variety of organizations, often conservative or faith-based.
Maintain accurate customer documentation, communication notes, service issues, and follow-up commitments in ACE systems.
Partner with the Vice President of Services, Business Systems team, and Scholarship Program team to deliver a consistent, customer-centered experience.
Provide supplemental support to teams such as Customer Support or Program Operations during peak seasons or periods of increased customer demand.
Gather and document customer feedback, identify recurring needs or service challenges, and translate insights into practical process and service improvements.

Benefits

Annual performance-based bonus eligibility.
Medical insurance with generous employer contribution.
Dental insurance with generous employer contribution.
Vision insurance.
Voluntary life insurance.
HSA, FSA, Limited FSA, and Dependent Care FSA pre-tax spending accounts.
Employee Assistance Program (EAP).
Employer-paid short-term, long-term, and AD&D insurance.
401(k) with 6% employer match and immediate vesting.
Monthly cellphone stipend.
Scholarships for employees whose children are enrolled in a K-12 private school: $3,500 per child, up to $10,500 per year.
On-site amenities include employer-paid parking, an on-site gym, café, building security, coffee, snack bar, and walking treadmill.