Service Delivery Associate

Job description

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 8 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:

We're looking for a Service Delivery Associate to join our Service Delivery team. Reporting into our Operations team and working closely with Service Delivery Specialists, Recruiting, and Revenue teams, you'll play a key role in coordinating operational service delivery for a portfolio of low-complexity school districts.

As a Service Delivery Associate, you'll own the day-to-day operational coordination of a portfolio of low-complexity school districts. Serving as the primary operational contact for assigned accounts, you'll manage referrals from intake through service initiation while coordinating provider readiness, customer communication, and operational coordination. Working closely with Service Delivery Specialists and cross-functional teams, you'll proactively resolve operational issues and escalate complexity when needed.

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 department offsites or team gatherings.

What will you do at Presence:

District Coordination & Ownership

• Own the end-to-end operational coordination and health of a portfolio of low-complexity districts, as the primary operational owner.

• Serve as the primary operational contact for assigned districts, providers, and internal partners.

• Coordinate referral progression from intake through service readiness, ensuring referrals continue moving toward successful fulfillment.

• Maintain proactive communication with district partners regarding referral status, scheduling updates, and operational questions.

• Identify operational risks early and escalate complex customer, provider, or workflow issues to the appropriate Service Delivery Specialist or Manager.

Referral & Provider Coordination

• Coordinate provider engagement, referral acceptance, scheduling, and service readiness activities.

• Monitor referral pipeline health and proactively address stalled, aging, or delayed referrals.

• Partner with Staffing, Recruiting, and Service Delivery Specialists to support provider alignment and referral fulfillment.

• Maintain accurate referral documentation and operational data across company systems.

• Ensure referrals meet established service level expectations throughout the referral lifecycle.

Operational Excellence

• Monitor account health, referral progression, and operational performance across assigned accounts.

• Resolve routine operational issues while identifying opportunities to improve efficiency and customer experience.

• Recommend workflow improvements that simplify processes and increase operational effectiveness.

• Maintain operational standards while ensuring data integrity and process consistency.

• Resolve routine operational barriers independently and escalate complex customer, provider, or workflow challenges requiring strategic coordination.

Cross-Functional Collaboration

• Partner with Service Delivery Specialists, Recruiting, and Revenue teams to ensure referrals move efficiently through the delivery process.

• Share operational updates, customer feedback, and emerging risks with internal stakeholders.

• Support onboarding and service implementation activities to ensure smooth transitions into ongoing service delivery.

• Contribute to continuous improvement initiatives that strengthen operational execution and the customer experience.

What we are looking for:

Required

• 1+ years of experience in operations, customer success, account coordination, project coordination, service delivery, or a related field.

• Experience managing multiple priorities while meeting service level expectations.

• Strong organizational, communication, and problem-solving skills.

• Ability

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