Service Delivery Manager

Description

Position

Service Delivery Manager

About ACE Scholarships

ACE Scholarships is a 501(c)(3) nonprofit organization founded in 2000 in Denver, Colorado, to provide low-income children with equal access to quality K-12 private schools through partial scholarship support. For more than 25 years, ACE has delivered more than 140,000 scholarships worth over $390 million.

This school year, ACE is serving approximately 16,000+ children in Arkansas, Colorado, Delaware, Hawaii, Kansas, Louisiana, Mississippi, Missouri, Montana, New Mexico, Texas, Utah, and Wyoming and is actively pursuing additional expansion opportunities with the support of national funding partners. ACE is also actively preparing for the Education Freedom Tax Credit Program, which takes effect in January 2027.?

For more information, visit www.acescholarships.org and www.educationfreedom.org .?

Our Mission is to advance K-12 educational freedom, with a focus on securing financial support for families so they may access the quality education of their choice.

Our Values:

ACE Founding Principles: Our founding principles are the foundation of ACE and our North Star. We honor ACE’s founders by remaining committed to these principles, and we passionately advocate for the Mission and Vision these principles support.

Accountability: We embrace personal responsibility by taking ownership of our work and focusing on results. We expect both to give and to receive honest feedback.

Innovation: We know ideas matter. We prefer the risks and rewards that come with creativity to the certainty that attends stagnation.

Adaptability: We position ourselves to take advantage of opportunities, embracing strategic and operational change when it makes our work more impactful.

Optimism: We believe our best days are ahead, and we embrace a forward-thinking mindset. We will make mistakes, but we will remain cheerful in the face of adversity and give people the benefit of the doubt.

Kindness: We value everyone on our team, respect differences and trust one another. This requires courage and strength, as it involves celebrating and giving our undivided attention to others.

Our Founding Principles:

• •Free enterprise and democracy work
• •Parents know the best education environment for their kids
• •Private schools offer great value and have open seats
• •All people are created equal and deserve an equal chance to pursue the American Dream

• Position Overview
• The Service Delivery Manager is a highly organized, personable, and solutions-oriented customer-service leader responsible for owning implementation, onboarding, and ongoing service delivery for ACE's customers, including partner schools and organizations. This role serves as the bridge between ACE's Strategic Partnerships team and long-term partner success, ensuring that every customer receives responsive communication, clear guidance, and a seamless transition into ACE systems and processes.

As ACE continues to expand its service model, the Service Delivery Manager will play a critical role in creating a consistent, responsive, and high-quality customer experience. This role will strengthen how ACE serves its customers by improving processes, anticipating partner needs, and ensuring customers feel supported from implementation through ongoing service delivery. The ideal candidate brings a strong customer-service mindset, project management expertise, exceptional relationship-building abilities, and the humility and grit needed to thrive in a lean, fast-paced, customer-centered nonprofit environment.

Primary Job Responsibilities

Implementation & Onboarding (Primary Focus)?

• •Serve as the primary customer contact for new partner schools and organizations following handoff from the Strategic Partnerships team, providing timely, professional, and solutions-oriented service.
• •Lead onboarding and implementation activities while creating a welcoming, organized, and high-touch customer experience that helps partners successfully adopt ACE's scholarship platform and tools.
• •Facilitate remote discovery sessions by phone or video call to understand partner requirements, timelines, staffing needs, operational workflows, and service expectations.
• •Coordinate platform setup, configuration, and data preparation.?
• •Develop and manage implementation project plans, timelines, milestones, dependencies, and customer commitments using ACE's project-management tools.
• •Use automated workflows and communication tools to track tasks, ensure consistency, and maintain proactive, clear customer communication.
• •Deliver remote training and support sessions for partner staff through phone, email, and video calls, with limited in-person support as needed.
• •Monitor progress to ensure on-time and?accurate?implementation.?
• •Coordinate a clear, well-communicated transition following go-live, clarifying ongoing ownership, support channels, and next steps while maintaining continuity in the customer experience.

Ongoing Customer and Partner Support

• •Conduct regular proactive check-ins with partner schools and organizations to understand needs, address concerns, and maintain strong customer relationships.
• •Provide responsive ongoing support through phone, email, and video calls, using sound judgment to resolve questions and maintain customer confidence.
• •Manage customer inquiries and follow-up commitments quickly and in accordance with established service expectations, escalating risks or delays before they negatively affect the customer experience.
• •Own or coordinate the resolution of complex customer needs, service concerns, and escalations, maintaining clear communication, following through until resolution, and rebuilding customer confidence when service expectations are not met.
• •Build trusted, professional relationships with executive leaders, including CEOs and senior staff, across a variety of organizations, often conservative or faith-based.

Maintain accurate customer documentation, communication notes, service issues, and follow-up commitments in ACE systems.

• •Partner closely with the Vice President of Services, Business Systems team, and Scholarship Program team to deliver a consistent, customer-centered experience.
• •Serve as supplemental support to teams such as Customer Support or Program Operations during peak seasons or periods of increased customer demand.
• •Gather and document customer feedback, identify recurring needs or service challenges, and translate customer insights into practical process and service improvements.

Knowledge, Skills and Abilities

• •Strong customer-service orientation with a demonstrated ability to create positive, responsive, and professional customer experiences.
• •Warm, personable, and professional demeanor across phone, email, video calls, and limited in-person interactions.
• •Excellent verbal and written communication skills, including the ability to explain processes clearly, set expectations, and follow through on commitments.
• •Highly organized, detail-oriented, and able to manage multiple customer needs and shifting priorities.
• •Strong project management and implementation skills, with the ability to balance project milestones and customer experience.
• •Experience in customer service, customer success, account management, implementation, or another customer-facing role.
• •Comfort working within conservative or religious partner environments.?
• •Ability to remain calm, empathetic, and solution-oriented when addressing customer questions, concerns, or escalations.
• •Comfortable learning new systems, supporting customers remotely, and explaining platform processes in clear, accessible language.
• •Adept at using automated workflows, customer communication tools, or task-management systems.
• •Thrives in a fast-growing, evolving environment, adapts quickly to changing customer and organizational needs, and maintains a customer-centered approach through change.

Minimum Requirements

3-5 years of professional expe