Manager, Service Delivery

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Service Delivery based in United States.

This role offers an opportunity for an experienced operations leader to drive service excellence and revenue performance within a mission-driven organization.
You will oversee service delivery operations across a portfolio of customer accounts, ensuring successful execution, strong partnerships, and measurable outcomes.
The position combines team leadership, operational strategy, customer success, and data-driven performance management.
You will lead a team of specialists while collaborating with cross-functional partners to deliver reliable and scalable services.
This role is ideal for someone who thrives in fast-paced environments, solves complex challenges, and creates accountability through strong execution.
Working remotely, you will play a key role in improving access to essential services and helping organizations achieve their operational goals.

• Own service delivery performance across an assigned portfolio of customer accounts, ensuring commitments are fulfilled and revenue objectives are achieved.
• Drive referral activation, provider utilization, service capacity, and operational performance to maximize revenue realization.
• Monitor key performance indicators, identify risks, and implement proactive action plans to improve outcomes.
• Maintain accurate forecasts related to service demand, delivery capacity, utilization, and revenue performance.
• Ensure customer agreements are executed according to established timelines, service expectations, and quality standards.
• Partner with leadership teams to support portfolio growth, operational improvements, and scalable service delivery strategies.
• Lead and develop a team of Service Delivery Specialists by setting expectations, providing coaching, and supporting professional growth.
• Foster a culture of accountability, collaboration, customer focus, and operational excellence across the team.
• Oversee daily operational management of customer accounts, ensuring efficient workflows, issue resolution, and consistent service execution.
• Build strong relationships with customer stakeholders through proactive communication, problem-solving, and partnership management.
• Collaborate with account management, recruiting, credentialing, revenue, and enablement teams to remove operational barriers and improve service outcomes.
• Manage escalations, recovery plans, and corrective actions to address service delivery challenges effectively.
• Analyze performance data to identify trends, recommend process improvements, and support continuous operational optimization.
• Contribute to the implementation of new tools, workflows, and service delivery initiatives.

Requirements:

• 5+ years of experience in service delivery, customer success, operations, account management, or related fields.
• 2+ years of experience managing and developing teams.
• Proven experience managing customer outcomes connected to service delivery, contractual commitments, revenue goals, or operational KPIs.
• Strong analytical and problem-solving skills with the ability to use data to drive decisions and improve performance.
• Demonstrated ability to manage multiple priorities in a fast-paced and evolving environment.
• Excellent communication, relationship-building, and stakeholder management skills.
• Experience leading cross-functional initiatives and driving accountability across teams.
• Ability to balance customer needs with business objectives while maintaining operational excellence.
• Experience managing remote or distributed teams is preferred.
• Background in EdTech, healthcare, staffing, SaaS, or service-based business models is a plus.
• Experience working with school districts or education organizations is preferred.
• Familiarity with Salesforce, Looker, or similar operational systems is a plus.
• Strong leadership mindset with the ability to create clarity, coach teams, and drive measurable results.

Benefits:

• Competitive annual base salary range of $85,000–$90,000 USD.
• Fully remote work opportunity within the United States.
• Comprehensive medical, dental, and vision benefits.
• High Deductible Health Plan with generous Health Savings Account (HSA) contribution.
• Flexible paid time off for salaried employees and paid vacation benefits for eligible hourly employees.
• 401(k) retirement savings plan with discretionary company matching contributions.
• $500 home office stipend to support remote work needs.
• Company-paid life insurance, AD&D, disability benefits, and Employee Assistance Program.
• Wellness programs including access to mental and physical health resources.
• Paid parental and caregiving leave.
• Professional development opportunities and scholarship program eligibility.
• Inclusive and collaborative culture recognized as a Great Place to Work.
• Employee Resource Groups that support community, connection, and belonging.
• Volunteer time off and donation matching opportunities.
• Opportunity to contribute to meaningful work that expands access to essential services for children and communities.