Service Delivery Specialist

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 for team offsites or key district visits.

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