Service Delivery Associate
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Job Description
Service Delivery Associate coordinating operational service delivery for low-complexity school districts at Presence. Working with cross-functional teams to ensure efficient service delivery and support for educational needs.
Responsibilities:
- 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.
- 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.
- 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.
- 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.
Requirements:
- 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 to build productive relationships with internal and external stakeholders
- Comfortable working with operational systems, spreadsheets, CRMs, and reporting tools
- Demonstrated ability to identify issues, prioritize work, and escalate operational risks appropriately.
- Experience supporting K-12 education, healthcare, staffing, or service organizations.
- Familiarity with referral management, scheduling, provider coordination, or customer operations.
- Experience working within remote, cross-functional teams.
- Experience supporting multiple customer accounts simultaneously.
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 flexible paid time off and hourly team members accrue 15 days paid time off starting
- 401K savings plan with a discretionary 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
- 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
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