Service Delivery Manager

Position

Service Delivery Manager

About ACE Scholarships

ACE is a 501(c)(3) non-profit, founded in 2000 in Denver, Colorado, to provide low-income children with equal access to quality K-12 private schools through partial scholarship support. Over the past 25 years, ACE has delivered more than 100,000 scholarships worth over $330 million. This school year, ACE is serving approximately 14,000+ children in Arkansas, Colorado, Delaware, Kansas, Louisiana, Mississippi, Missouri, Montana, New Mexico, Texas, Utah, and Wyoming, and is actively pursuing other expansion opportunities with the support of a national funding partner. In 2023, ACE Scholarships expanded its program offerings by administrating Educational Savings Account programs for state governments. For more information visit the ACE website at www.acescholarships.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 the 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:

1) The American public education system is flawed

2) Free enterprise and democracy work

3) Parents know the best education environment for their kids

4) Private schools offer great value and have open seats

5) 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 professional responsible for ensuring the smooth implementation and onboarding of ACE’s newest service delivery platform for partner schools and organizations. This role serves as the bridge between ACE’s Strategic Partnerships team and long-term partner success, ensuring that new partners experience a seamless transition into ACE systems and processes. 

As ACE expands into a new service model, this is a first-of-its-kind role with significant opportunity to shape systems, build processes, and influence long-term service delivery operations. The ideal candidate brings strong project management skills, exceptional relationship-building abilities, and the humility and grit needed to thrive in a lean, fast-paced, nonprofit environment. 

This position reports directly to the Vice President of Services and requires up to 25-50% travel to partner sites across ACE’s network. 

Primary Job Responsibilities

Implementation & Onboarding (Primary Focus) 

• Serve as the main point of contact for new partner schools and organizations following handoff from the Strategic Partnerships      team. 
• Travel to national strategic partnerships locations to conduct onboarding and implementation meetings
• Lead onboarding and implementation activities, ensuring partners successfully adopt ACE’s scholarship platform and tools. 
• Facilitate discovery sessions to gather partner requirements, timelines, staffing needs, and operational workflows. 
• Coordinate platform setup, configuration, and data preparation. 
• Develop and manage implementation project plans (MS Project or similar), timelines, and milestones. 
• Use automated workflows and communication tools to track tasks, ensure consistency, and maintain clear partner      communication. 
• Deliver training and support sessions for partner staff. 
• Monitor progress to ensure on-time and accurate implementation. 
• Prepare partners for a clean handoff to the Customer Success team following go-live. 

Ongoing Partner Support 

• Conduct quarterly check-ins with partner schools/organizations to maintain ongoing alignment and satisfaction. 
• Support Customer Success by assisting with complex partner needs or escalated issues. 
• Build strong, professional relationships with executive leaders, including CEOs and senior staff, across a variety of organizations—often conservative or faith-based. 
• Maintain accurate documentation, communication notes, and updates in ACE systems. 

Internal Collaboration & Flexibility 

• Partner closely with the VP of Services, Business Systems team, and Scholarship Program team for customer success. 
• Serve as supplemental support to teams such as Customer Support or Program Operations during peak seasons or downtime. 
• Contribute to process improvements and the ongoing development of the service delivery function. 
• Demonstrate flexibility and a willingness to offer support as ACE grows. 

Knowledge, Skills and Abilities

• Strong professional presence with the ability to communicate confidently with executives. 
• Warm, personable, and professional demeanor. 
• Excellent verbal and written communication skills. 
• Highly organized, detail-oriented, and able to manage shifting priorities. 
• Strong project management and implementation skills. 
• Experience in account management or customer-facing roles. 
• Comfort working within conservative or religious partner environments. 
• Ability to remain calm and solution-oriented under pressure. 
• Tech-comfortable (no deep technical background required). 
• Adept at using automated workflows or task-management tools. 
• Thrives in a startup-like environment and embraces ambiguity. 
• Ability to travel up to 25-50%. 

Minimum Requirements

• 5–10 years of professional experience in project management, account management, operations, customer success, or      similar roles. 
• Education: Bachelor’s degree in Business Administration, Non-profit Management or other related field desired; or equivalent      related experience.
• Strong alignment with ACE’s mission, values, and founding principles. 
• Proficiency with Microsoft Office Suite; experience with project management tools preferred. 
• Excellent interpersonal skills and the ability to work with diverse stakeholders. 
• Ability to travel consistently and work flexible hours during peak periods. 

Location, Travel, and Reporting

• This an in-office role in Denver office, remote work during travel periods and as approved by manager
• Reports to the Vice President of Services
• 25-50% travel throughout the year

FLSA Status
Full-time, Exempt
 

Compensation
Annual salary of $60,000- $85,000 and eligible for annual performance bonuses, plus benefits package, which includes but is not limited to: 

• Medical Insurance (with generous employer contribution)
• Dental Insurance (with generous employer contribution)
• Vision Insurance
• Voluntary Life Insurance
• HSA, FSA, Limited FSA, and Dependent Care FSA pre-tax spending accounts
• Employee Assistance Program (EAP)
• Free, Employer-paid Short-term, Long-term, and AD&D insurance. 
• 401(k) with 6% employer match with immediate vesting
• Monthly cellphone stipend
• Scholarships for employee’s whose children are actively enrolled in a K-12 private school ($3,500/child, up to $10,500/year). 
• On-site amenities in Colorado Home Office include employer paid parking, gym, café, and building security, and in-office coffee, snack bar, and walking treadmill.