Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of service delivery results within a designated portfolio of school districts.

• Facilitate the conversion of referrals into active services to optimize revenue generation.

• Oversee referral flow, provider utilization, and service delivery performance relative to targets.

• Recognize potential revenue risks and proactively implement mitigation strategies.

• Maintain precise forecasts for referral volume, service activation, and delivery capacity.

• Ensure that district contracts are executed in accordance with agreed service commitments and timelines.

• Collaborate with the Director of Service Delivery to meet portfolio revenue targets.

• Lead and mentor a team of Service Delivery Specialists.

• Set clear expectations, priorities, and performance benchmarks.

• Conduct regular coaching sessions, performance evaluations, and development discussions.

• Promote a culture of accountability, teamwork, customer focus, and operational excellence.

• Guarantee team compliance with established service delivery processes and escalation protocols.

• Manage the daily operational activities for district accounts.

• Ensure timely processing and appropriate assignment of referrals.

• Optimize provider caseloads and utilization to enhance service capacity.

• Track essential delivery metrics and implement corrective actions when performance dips below targets.

• Consistently apply service delivery playbooks and operational standards across all accounts.

• Act as the primary operational contact for district service delivery requirements.

• Cultivate trustworthy relationships with district stakeholders through proactive communication and problem-solving.

• Collaborate with Account Management to facilitate renewals, expansions, and customer satisfaction efforts.

• Work alongside service delivery leadership, empowerment/recruiting, revenue teams, credentialing, and enablement teams to eliminate barriers to service delivery.

• Report strategic account risks and opportunities to leadership as necessary.

• Handle district service delivery escalations and develop resolution plans.

• Lead recovery initiatives when service delivery, utilization, or revenue performance is at stake.

• Ensure prompt communication and follow-up on corrective measures.

• Document risks, trends, and lessons learned to enhance future execution.

• Analyze performance data to uncover trends and areas for improvement.

• Propose process enhancements that boost referral velocity, utilization, customer experience, and revenue realization.

• Provide feedback to leadership regarding operational workflows, systems, and service delivery playbooks.

• Assist in the implementation of new processes, tools, and operational initiatives.

⛳️ Requirements

• Minimum of 5 years of experience in service delivery, customer success, operations, account management, or related areas.

• At least 2 years of experience in a leadership role.

• Proven experience managing customer outcomes linked to service delivery, contractual obligations, revenue, or operational KPIs.

• Strong analytical and problem-solving abilities, with a track record of using data to inform decisions.

• Demonstrated capacity to juggle multiple priorities in a fast-paced setting.

• Exceptional communication and relationship-building abilities.

• Experience leading cross-functional projects and fostering accountability.

• Preferred: Experience in EdTech, healthcare, staffing, SaaS, or service-oriented business models.

• Familiarity with managing remote or distributed teams.

• Knowledge of Salesforce, Looker, or similar operational systems.

• Experience working with school districts or educational organizations.

🏝️ Benefits

• Comprehensive benefits packages, including medical coverage with a High Deductible Plan and a generous HSA contribution, as well as dental and vision insurance.

• In addition to 11 observed holidays, salaried employees enjoy flexible paid time off, while hourly employees accrue 15 days of paid time off from the start.

• 401K savings plan with a discretionary company match.

• $500 stipend for home office expenses.

• Benefits package that includes company-paid life insurance, AD&D, Employee Assistance Program, and disability benefits.

• Wellness programs featuring Headspace, Peloton, and One Medical.

• Paid parental and caregiving leave.

• Opportunities for professional development, including eligibility for our scholarship program.

• A collaborative, inclusive, and enjoyable workplace culture recognized as Great Place to Work certified.

• Employee Resource Groups that foster shared community and belonging.

• A meaningful opportunity to join a mission-driven team and support thousands of students in accessing high-quality special education services.

• Opportunities to contribute to community initiatives, including volunteer time off and donation matching.