Service Delivery Specialist - Evergreen

Presence

About The Position

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.

Requirements

3+ years in operations, customer success, or service delivery roles.
Experience owning customer outcomes tied to SLAs, service targets, or revenue goals.
Confident decision-maker with a strong business mindset.
Proven ability to communicate clearly with both internal account managers and external partners.
Strong organizational and coordination skills across multiple accounts.
Comfortable working with metrics, forecasts, and operational tools (e.g., spreadsheets, CRMs, dashboards).
Ability to drive accountability with district partners and escalate operational barriers quickly and clearly.

Nice To Haves

Experience in K–12 education, EdTech, healthcare, or therapy service environments.
Familiarity with virtual service delivery, teletherapy models, or caseload management.
Exposure to staffing, scheduling, or provider management processes.
Clinical background is a plus, but not required.

Responsibilities

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 we are aligned, responsive, and moving toward contract goals.
Guide district partners toward solutions that align with Presence’s proven service model, focusing on what can be effectively delivered today.
Proactively escalate misalignments between customer expectations and operational capacity.
Drive referral and student flow and volume and remove operational barriers so customer commitments convert into active, billable student services.
Partner with Referral Management and Staffing teams to ensure incoming referrals can be acted on efficiently.
Manage provider alignment across your districts, ensuring each provider is appropriately supported and set up for success based on caseload, skillset, and availability.
Maintain a clear view of referral pipeline status, fulfillment timelines, and provider capacity across your accounts.
Use this knowledge to keep customers informed and manage internal expectations around delivery feasibility.
Track and influence referral viability (Presence has all the information it needs to serve the referral, time to activate referral and ongoing referral velocity to ensure continuous referral and student activation.
Monitor and analyze service delivery performance to identify trends, risks, and opportunities for operational improvement across providers and districts.
Partner with Clinical Specialists to escalate quality or performance concerns, support corrective actions, and drive provider retention across your portfolio.
Monitor and influence service outcomes that drive contract success and revenue realization.
Surface account-level risks early and drive action to mitigate delivery gaps.
Identify stalled or declining referral flow and take proactive steps to meet referral volume and quality goals. Escalate operational risks to Revenue Account Managers when commercial intervention is required (upsells, cross sells or change in service contract needs).
Ensure Presence Standards are met during onboarding and rollout, supporting smooth transitions into steady-state operations.
Share insights with Revenue Account Managers to support renewal and upsell conversations.
Provide operational visibility to Account Managers to inform revenue strategy.
Collaborate with internal teams to improve workflows, remove recurring barriers, integrate The Presence Way and strengthen the district experience.

Benefits

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 discretionary paid time off and hourly team members accrue 15 days paid time off starting.
401K savings plan with a 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.
Eligibility to participate in Presence’s equity plan.
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.