Service Delivery Specialist - Evergreen

This is an evergreen role. We are continuously building our pipeline for future openings.

About Presence

Presence is the leading provider of teletherapy solutions for children with diverse needs. Our award-winning technology connects speech-language pathologists, school psychologists, occupational therapists, and mental health specialists to K-12 school districts nationwide. With a growing network of over 2,000 clinicians and more than 7 million teletherapy sessions delivered, we’re dedicated to ensuring every child has access to the support they need.

At Presence, we embrace the benefits of being a remote-first company while recognizing the importance of in-person connection to advance our mission. We place a high value on “cameras on” engagement, schedule coordination, and cross-functional communication to stay connected while working in different places. Travel is also an important part of many roles, helping us build stronger relationships with our teams, clinicians, and school partners. The frequency will vary by role and responsibilities, but may include activities such as department offsites, team gatherings, and school or industry events.

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.

To stay connected, all employees commit to being available on-camera during our Core Working Hours (Monday - Friday, 12 - 5 p.m. ET) with standard business hours of 9 a.m. - 6 p.m. in your local time zone. For this role, limited travel may be required to help you connect in-person in a meaningful way for team offsites or key district visits.

What You’ll Do:
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 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.
● Referral & Provider Coordination ● 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.

Performance & Revenue Accountability

● Monitor and analyze service delivery performance to identify trends, risks, and opportunities for operational improvement across providers and districts.
● Handle 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).

Cross-Functional Collaboration

● 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.
● Prov