Senior Product Manager

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