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:
As Senior Product Manager for Fulfillment & Operational Transformation, you will own the platform user experiences, operational workflows, and systems engine that power how Presence matches school district demand with clinical supply. In our SaaS-plus-service model, clinical delivery is an intricate two-sided marketplace: students have legally mandated IEP timelines, districts have strict calendar and credentialing constraints, and clinicians have specific availability, licensure, and skill profiles.
Behind every fulfilled therapy session is a complex web of handoffs between school partners, clinicians, and internal teams. Your mandate is to bring service and systems design discipline to this ecosystem. You will illuminate and map current-state friction, architect scalable human-and-technology interactions, dismantle manual workarounds, and build intelligent matching and capacity tools. You will partner with operational leaders who are urgency-driven, acting as both an empathetic partner and a disciplined product leader who translates operational pain into scalable, automated, and adoptable software.
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. For this role, up to 10% travel may be required to help you connect in-person in a meaningful way.
What will you do at Presence:
- Lead Service Blueprinting & End-to-End Journey Mapping: Map multi-actor service blueprints connecting frontstage district and clinician touchpoints with backstage operational handoffs, technical systems, and third-party data flows. Identify structural failure points, hidden dependencies, and unnecessary operational handoffs before committing engineering resources.
- Streamline Workflows & Eliminate Operational Friction: Conduct deep discovery with internal operators to map day-to-day practices, uncover undocumented bottlenecks, and systematically transition teams to instrumented, scalable product features.
- Define Jobs-to-be-Done (JTBD) & Optimize End-to-End UX: Deeply understand the core jobs operational teams are trying to accomplish. Design seamless end-to-end user experiences that reduce cognitive load for non-technical internal users, ensuring tools feel intuitive and empowering rather than cumbersome.
- Architect Human + Tech Interactions: Design balanced Human-in-the-Loop (HITL) systems. Know when to apply algorithmic automation (e.g., rule-based matching, multi-variable constraint filtering) and when to empower human operators with decision-support interfaces, unified visibility, and exception-management queues.
- Navigate Build vs. Buy & Systems Integration: Evaluate when to build proprietary fulfillment solutions versus when to leverage or integrate with existing third-party enterprise tools (e.g., Salesforce, off-the-shelf scheduling engines, data pipelines). Lead the technical strategy for integrating disparate backend systems into a cohesive operational workflow.
- Scale the Fulfillment & Matching Engine: Own product definition and delivery for clinician-to-referral matching, caseload allocation, schedule optimization, and capacity management. Balance supply-side realities against demand-side mandates.
- Identify AI-Enabled Workflow Transformations: Partner with cross-functional teams to pinpoint high-ROI opportunities where generative AI, document parsing, and agentic workflows can eliminate manual data extraction and repetitive triage without compromising data governance, FERPA, or clinical compliance.
- Partner on Implementation, Change Management & Adoption: While you will not own the training of internal teams directly, you will be heavily involved in ensuring new workflows are adopted seamlessly. You will partner closely with Operations and Enablement leads to build telemetry and operational feedback loops, tracking post-rollout utilization and user sentiment.
- Deliver to Operational Outcomes & KPIs: You will not directly own the operational unit economics, but you are accountable for delivering product outcomes that drive key fulfillment metrics.
- Lead a Design + Engineering Pod & Drive Cross-Functional Collaboration: Direct an agile engineering pod while working cross-functionally across different stakeholder and user groups (e.g., operations, clinical, marketing, support) to align on delivery. You will function as a key strategic partner to the VP of Enterprise Operations & Transformation and work in tight collaboration with your pod’s Engineering Manager and Design Lead.
What we are looking for:
- 8+ Years of Product Management Experience: Proven track record of owning complex systems, two-sided marketplaces, logistics/fulfillment engines, or enterprise workflow transformation at the Senior PM level.
- Forensic Discovery: Deep empathy and skill in interviewing non-technical operators; ability to look past stated feature requests to diagnose root causes, data gaps, and hidden operational friction across a complex multi-user ecosystem.
- UX & Workflow Design: strong UX acumen; experienced designing workflows and experiences for internal, non-technical users, not just external or consumer-facing audiences.
- Execution & Delivery: leads major cross-functional initiatives and ships complex, multi-stakeholder releases with accountability for impact.
- Commercial Acumen: fluent in relevant business metrics (e.g., margin, capacity utilization, fill rate); identifies opportunities to drive key business outcomes.
- Service Design & Blueprinting Mastery: Expertise in breaking down cross-functional, multi-user processes into detailed service blueprints (frontstage interactions, backstage employee actions, operational policies, and underlying software/IT systems).
- Systems Strategy & Integration: Proven ability to navigate complex "Build vs. Buy" decisions and experience designing products that integrate deeply with third-party enterprise systems and internal data pipelines.
- UX & JTBD Focus for Internal Tools: Strong UX acumen applied specifically to internal software; demonstrated ability to use Jobs-to-be-Done frameworks to build tools that reduce operational friction and cognitive load for employees.
- Human-in-the-Loop System Architecture: Demonstrated skill in designing workflows that blend algorithmic automation with human operational judgment—specifically building exception queues, triage dashboards, and task-management tools for internal teams.
- Change Management & Rollout Partnership: Strong track record of partnering on the rollout of major internal tools or workflow overhauls to operational teams, ensuring alignment on training, migration planning, and adoption tracking.
- Operational Metric Fluency: Deep understanding of operational efficiency KPIs (throughput velocity, capacity utilization, fill rates) and how to design product features that move them.
- AI Fluency & Tooling: proficient with AI prototyping tools, build-first by default; defines AI strategy and responsible-use standards for the domain.
- Education: Bachelor’s degree or equivalent practical experience; MBA is an asset.
What will help you succeed here?
- Systems Thinker, Pragmatic Builder: You see the entire supply-demand machine and respect technical debt, but you know when a targeted bridge solution is necessary to ensure a student gets therapy this week.
- Humble Detective in the Trenches: You do not manage from an ivory tower; you sit with operators, observe their clicks, review their spreadsheets, and design solutions that make their daily work faster and less stressful.
- Radical Clarity Under Ambiguity: You excel at untangling competing asks from urgent business stakeholders, synthesizing them into structured problem statements, and aligning cross-functional teams around a prioritized roadmap.
- Accountability for Outcomes Over Output: You measure your success not by tickets shipped, but by minutes cut from matching cycles, reductions in unstaffed referrals, and the sustained adoption of internal tools.
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 discretionary 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
The annual base salary range for this role is $130,000-$160,000.
An employee’s starting pay will be determined based on job-related skills, experience, qualifications, and market conditions. We aim to pay competitively for our size and industry.
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.
