Head of Service Delivery Enablement

Presence

1d•$90,000 - $110,000

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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

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
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