Service Delivery Manager

ACE Scholarships•Greenwood Village, CO

3d•$60,000 - $68,000•Onsite

About The Position

The Service Delivery Manager is a highly organized, personable, solutions-oriented customer-service leader responsible for implementation, onboarding, and ongoing service delivery for ACE customers, including partner schools and organizations. The role is the bridge between ACE's Strategic Partnerships team and long-term partner success, ensuring responsive communication, clear guidance, and a smooth transition into ACE systems and processes. As ACE expands its service model, the manager will help create a consistent, responsive, high-quality customer experience by improving processes, anticipating partner needs, and supporting customers from implementation through ongoing service. The role requires a strong customer-service mindset, project management expertise, relationship-building skills, and the ability to work in a lean, fast-paced, customer-centered nonprofit environment. This is a full-time, exempt, 100% in-office position based in ACE's Denver office. Customer service is delivered primarily by phone, email, and video calls, with limited in-person service. Travel is 0–5% throughout the year. The position reports to the Vice President of Services. The annual salary range is $60,000–$68,000, with eligibility for an annual performance-based bonus and a benefits package.

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 create positive, responsive, professional customer experiences.
Excellent verbal and written communication skills, including explaining processes clearly, setting expectations, and following through on commitments.
Strong organizational and detail-management skills, with the ability to manage multiple customer needs and shifting priorities.
Strong project-management and implementation skills, balancing milestones with the customer experience.
Experience in customer service, customer success, account management, implementation, or another customer-facing role.
Ability to remain calm, empathetic, and solution-oriented when addressing customer questions, concerns, or escalations.
Ability to learn new systems, support customers remotely, and explain platform processes in clear, accessible language.
Ability to use automated workflows, customer communication tools, or task-management systems.
Ability to adapt to changing customer and organizational needs while maintaining a customer-centered approach.
Bachelor's degree in Business Administration, Nonprofit Management, or a related field desired; equivalent related experience will be considered.
Strong alignment with ACE's mission, values, and founding principles.
Proficiency with Microsoft Office Suite.
Excellent interpersonal skills and the 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.
Experience with project-management, workflow, or customer relationship management tools.
Comfort working within conservative or religious partner environments.

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 provide an organized, welcoming, high-touch customer experience.
Facilitate remote discovery sessions to understand partner requirements, timelines, staffing needs, operational 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 maintain consistent, proactive customer communication.
Deliver remote training and support to partner staff by phone, email, and video, with limited in-person support as needed.
Monitor implementation progress to ensure timely and accurate delivery.
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 responsive ongoing support through phone, email, and video calls.
Manage customer inquiries and follow-up commitments in accordance with service expectations, escalating risks or delays proactively.
Own or coordinate resolution of complex customer needs, service concerns, and escalations, maintaining communication and following through to resolution.
Build trusted professional relationships with executive leaders, including CEOs and senior staff, across varied organizations, including conservative or faith-based organizations.
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 Customer Support or Program Operations during peak seasons or periods of increased demand.
Gather and document customer feedback, identify recurring needs or service challenges, and turn customer insights into practical process and service improvements.

Benefits

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