Head of Service Delivery Enablement

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:

The Head of Service Delivery Enablement builds and maintains the operational systems that allow Service Delivery teams to execute reliably and scale.

While Service Delivery Specialists focus on fulfilling customer contracts and supporting district relationships, this role ensures the infrastructure behind that execution processes, tools, reporting, and training is clear, scalable, and aligned to revenue goals.

This role partners closely with Service Delivery leadership, Revenue, Staffing, and Operations to translate strategy into operational workflows that improve service activation, provider utilization, and contract fulfillment.

Success in this role requires strong operational thinking, the ability to influence cross-functional partners without direct authority, and a focus on building systems that improve consistency and visibility across delivery teams.

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. 

Travel of approximately 20% may be required for internal alignment, training, and select district visits.

What will you do at Presence:

Operational Systems & Process Design

• Design and maintain scalable workflows that support consistent service delivery execution
• Develop and maintain SOPs and playbooks that align operational processes with contract fulfillment and revenue goals
• Create standardized frameworks such as caseload assignment and activation workflows to support efficient provider utilization

Operational Insights & Revenue Enablement 

• Define and monitor operational KPIs tied to activation timing, referral velocity, and service fulfillment
• Analyze delivery data to identify trends impacting contract success and service quality
• Translate operational insights into recommendations that support leadership decision-making and inform renewal or growth conversations

Strategic Initiatives & Cross-Functional Execution

• Serve as a matrix owner for operational initiatives that impact service delivery and revenue execution
• Operationalize go-to-market initiatives, ensuring Service Delivery readiness for new programs, service models, and contract structures
• Coordinate execution across teams to ensure initiatives move from concept to scalable implementation

Onboarding & Enablement

• Develop structured onboarding programs for Service Delivery team members
• Create training materials, simulations, and reference resources that clarify expectations and accelerate new hire readiness
• Identify capability gaps and deploy targeted enablement or training resources

Change Management & Adoption

• Drive adoption of new workflows, systems, and operational processes across Service Delivery teams
• Strengthen operational handoffs across Service Delivery, Revenue, and Staffing
• Reinforce accountability through clear processes, feedback loops, and operational visibility

What we are looking for:

Required

• 5+ years in operations, enablement, service delivery, or process improvement
• Experience building workflows and systems, bringing them from  ambiguity to clarity
• Strong analytical skills with experience using data to influence business decisions
• Demonstrated ability to influence stakeholders without direct authority
• Experience working cross-functionally in a revenue-aligned organization
• Ability to travel 20% of the time

Preferred

• Experience in K–12 education, healthcare, EdTech, or service-based environments
• Experience supporting revenue or contract-based service teams

What will help you succeed here: 

• You are comfortable turning ambiguity into clear operational processes and systems
• You think in systems and naturally identify patterns, bottlenecks, and opportunities to improve scalability
• You use data to diagnose problems and guide operational decision-making
• You are effective at influencing teams and driving adoption of new processes without direct authority
• You balance strategic thinking with hands-on execution to move initiatives forward
• You communicate clearly with both operational teams and leadership when surfacing risks or recommending changes

How we support you: 

• 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
• Eligibility to participate in Presence’s equity plan 
• 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

The annual base salary range for this role is $90,000 - $110,000.

This job description is intended to outline the general scope, responsibilities, and qualifications of the role. It is not designed to cover or contain a comprehensive list of all tasks, duties, or responsibilities that may be required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice, to meet the evolving needs of Presence.

Presence is unable to provide visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship, now or in the future.