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Salary: USD 130,000 - 160,000 / annual
Presence is the leading provider of teletherapy solutions for children with diverse needs, connecting speech-language pathologists, school psychologists, occupational therapists, and mental health specialists to K-12 school districts nationwide. The company has delivered over 7 million teletherapy sessions and operates a network of 2,000+ clinicians.
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 this SaaS-plus-service model, clinical delivery operates as a complex two-sided marketplace: students have legally mandated IEP timelines, districts face strict calendar and credentialing constraints, and clinicians have specific availability, licensure, and skill profiles.
Your mandate is to bring service and systems design discipline to this ecosystem. You will 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.
Key responsibilities include:
- Lead service blueprinting and end-to-end journey mapping connecting frontstage district and clinician touchpoints with backstage operational handoffs, technical systems, and third-party data flows
- Conduct deep discovery with internal operators to map day-to-day practices, uncover bottlenecks, and systematically transition teams to instrumented, scalable product features
- Deeply understand the core jobs operational teams accomplish and design seamless end-to-end user experiences that reduce cognitive load for non-technical internal users
- Design balanced Human-in-the-Loop systems, knowing when to apply algorithmic automation versus when to empower human operators with decision-support interfaces
- Evaluate build versus buy decisions and lead technical strategy for integrating disparate backend systems into cohesive operational workflows
- Own product definition and delivery for clinician-to-referral matching, caseload allocation, schedule optimization, and capacity management
- Partner with cross-functional teams to identify high-ROI opportunities where generative AI, document parsing, and agentic workflows can eliminate manual data extraction without compromising FERPA or clinical compliance
- Partner closely with Operations and Enablement leads to build telemetry and operational feedback loops, tracking post-rollout utilization and user sentiment
- Direct an agile engineering pod while working cross-functionally across operations, clinical, marketing, and support teams
The role is remote-first with core working hours Monday-Friday, 12-5 p.m. ET, and standard business hours 9 a.m.-6 p.m. in your local time zone. Up to 10% travel may be required for in-person connection.
REQUIREMENTS:
- 8+ years of product management experience with proven track record owning complex systems, two-sided marketplaces, logistics/fulfillment engines, or enterprise workflow transformation at the Senior PM level
- Deep empathy and skill in interviewing non-technical operators; ability to diagnose root causes, data gaps, and hidden operational friction across complex multi-user ecosystems
- Strong UX acumen with experience designing workflows and experiences for internal, non-technical users
- Proven execution and delivery of major cross-functional initiatives and complex, multi-stakeholder releases with accountability for impact
- Commercial acumen and fluency in relevant business metrics (margin, capacity utilization, fill rate)
- Expertise in service design and blueprinting, breaking down cross-functional, multi-user processes into detailed service blueprints
- Proven ability to navigate complex build versus buy decisions and design products that integrate deeply with third-party enterprise systems and internal data pipelines
- Demonstrated skill in designing workflows that blend algorithmic automation with human operational judgment, including exception queues, triage dashboards, and task-management tools
- Strong track record of partnering on rollout of major internal tools or workflow overhauls to operational teams, ensuring alignment on training, migration planning, and adoption tracking
- Deep understanding of operational efficiency KPIs (throughput velocity, capacity utilization, fill rates) and how to design product features that move them
- Proficiency with AI prototyping tools; ability to define AI strategy and responsible-use standards for the domain
- Bachelor's degree or equivalent practical experience; MBA is an asset
