Senior Product Manager - Presence

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.

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.

Note: All employees commit to being available on-camera during core working hours (Monday - Friday, 12:00 PM - 5:00 PM ET). Up to 10% travel may be required.

Key Responsibilities

• 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.
• Streamline Workflows & Eliminate Operational Friction: Conduct deep discovery with internal operators to uncover undocumented bottlenecks and systematically transition teams to instrumented, scalable product features.
• Define Jobs-to-be-Done (JTBD) & Optimize End-to-End UX: Design seamless end-to-end user experiences that reduce cognitive load for non-technical internal users.
• Architect Human + Tech Interactions: Design balanced Human-in-the-Loop (HITL) systems, applying algorithmic automation where appropriate and empowering human operators with exception-management queues.
• Navigate Build vs. Buy & Systems Integration: Evaluate when to build proprietary fulfillment solutions versus integrating with existing third-party enterprise tools (e.g., Salesforce, scheduling engines, data pipelines).
• Scale the Fulfillment & Matching Engine: Own product definition and delivery for clinician-to-referral matching, caseload allocation, schedule optimization, and capacity management.
• Identify AI-Enabled Workflow Transformations: Partner cross-functionally to pinpoint high-ROI opportunities where generative AI, document parsing, and agentic workflows eliminate manual data extraction without compromising compliance (FERPA).
• Partner on Implementation & Adoption: Collaborate with Operations and Enablement leads to build telemetry and operational feedback loops, tracking post-rollout utilization and user sentiment.
• Deliver to Operational Outcomes & KPIs: Accountable for delivering product outcomes that drive key fulfillment metrics (throughput velocity, capacity utilization, fill rates).
• Lead a Design + Engineering Pod: Direct an agile engineering pod while working cross-functionally across operations, clinical, marketing, and support teams.

Requirements

• 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 to diagnose root causes and hidden friction across complex ecosystems.
• Service Design & Blueprinting: Expertise in breaking down cross-functional processes into detailed service blueprints and leveraging Jobs-to-be-Done frameworks for internal tools.
• Systems Strategy & Integration: Proven ability to navigate complex "Build vs. Buy" decisions and integrate products deeply with third-party enterprise systems.
• Human-in-the-Loop Architecture: Skill in designing workflows that blend algorithmic automation with human operational judgment (exception queues, triage dashboards).
• Operational Metric Fluency: Deep understanding of operational efficiency KPIs (margin, capacity utilization, fill rates).
• AI Fluency: Proficient with AI prototyping tools; comfortable defining AI strategy and responsible-use standards.
• Education: Bachelor’s degree or equivalent practical experience; MBA is an asset.
• Work Authorization: Must be authorized to work in the United States without the need for visa sponsorship now or in the future.

Compensation & Benefits

• Base Salary Range: $130,000 - $160,000 per year
• Comprehensive health plans (Medical with HSA option, Dental, Vision)
• Discretionary paid time off (PTO) + 11 observed company holidays
• 401(k) savings plan with discretionary company match
• $500 home office stipend
• Wellness subscriptions (Headspace, Peloton, One Medical)
• Paid parental and caregiving leave
• Professional development scholarship opportunities