Manager, Global Service Delivery

Job Location: 100% remote

Employee Location: United States or India

Role: Manager, Global Service Delivery (Overnight Presentations)

Work Schedule (Non-Negotiable):

• Work must fall fully within 7:00 AM – 6:00 PM PST‍

Team:  Managing a 24x7 global responding team (5 members, India-based)

Our Mission 

Prezent is on a mission to transform how enterprises communicate. Founded in 2021, we have rapidly grown into a 200+ person, fully remote team that’s backed by $40+ million in venture funding. Our AI-powered productivity platform, ASTRID, is the first solution purpose-built for enterprise communication needs—delivering up to 90% time savings and 60% cost reduction in presentation development. 

Our Vision 

We believe that effective communication accelerates business impact. By automating design best practices and tailoring content to audience dynamics, Prezent empowers teams to craft clear, engaging, and on-brand presentations at scale. Our focus is on enabling Fortune 2000 companies—particularly in industries like healthcare, biopharma, high-tech, banking, and insurance—to achieve better alignment, faster decision-making, and stronger business outcomes. 

Growth Trajectory 

• ‍Rapid ARR Growth: We aim for 100% YoY revenue expansion—an ambitious but achievable target given our historical track record. We are profitable. 

Role Overview

Prezent’s Overnight Presentations service is a mission-critical offering that delivers high-quality executive presentations to customers within 24 hours. This promise requires speed, judgment, and flawless coordination across people, systems, and time zones.

We are looking for a Manager, Global Service Delivery to own the end-to-end delivery of all overnight presentation requests—from intake to final delivery. This role sits at the core of our services engine and is accountable for delivery quality, and SLA adherence.

This is not a traditional support or project management role. It is a high-ownership operational leadership position that combines real-time decision-making, customer judgment, people leadership, and systems thinking.

Key Responsibilities:

The Intake Gate: Ticket System Efficiency

• Queue Integrity & Maintenance: Audit and clear the Zendesk queue daily to ensure 100% of tickets are sent out with zero pending items remaining; manage the assignment of owners for all late-arriving and ad-hoc tickets.
• Team Response Optimization: Lead the India-based responding team in the use of standardized macros and platform tools; perform regular audits of the team’s communications to ensure a consistent, professional "Client Voice."
• Systemic Accuracy: Maintain the high-check oversight tracker and "Responding Channel" logs, ensuring the team of 5 accurately documents every interaction and correctly funnels tickets for final audit.

The Production Gate: Load Balancing and Capacity

• Resource Accuracy: 100% daily accuracy in our resource allocation Trackers (verified against actual attendance and PTO logs).
• Lead Protection: Maintain Pod Lead utilization at or below 60% for early ticket assignments to ensure they have "air cover" for complex design reviews.
• FTE Sync: Review and maintain  the Supply/Demand check before design  shift starts, ensuring 100% of carryover work is assigned.

The Quality Gate: SLA & Quality Reliability

• Accuracy Threshold: Maintain a 98% Accuracy Rate for all team responses in the Responding Channel.
• FTR (First Time Response): Meet or exceed the target FTR %  by ensuring instructions are clear and high-check audits  are triggered correctly.
• Escalation Reduction: 15% reduction in the number of "Instruction Writing" clarifications sent back from the India team to the US PSS team (measuring the quality of the manager’s briefing/help).

Servant Leadership: Lead the responding team responsible for intake via Zendesk

• Manage and coach a team of 5 responding team members operating across shifts to provide 24x7 global coverage
• Set a high bar for customer communication—clarity, confidence, and empathy
• Coach the team on judgment and prioritization, understanding that process is important while comprehension is imperative
  

Who You’ll Work With

• Report directly to the VP of Customer Experience
• Partner closely with Services, CX, and global stakeholders
• Lead an India-based team while collaborating daily with US-based leadership
  

Qualifications:

Experience & Background

• 7–12+ years of experience in service delivery, technical support leadership, or customer operations
• Proven experience managing high-volume, high-urgency environments with strict SLAs
• Experience leading globally distributed or 24x7 teams
• Background in professional services, consulting delivery, or premium support is strongly preferred

Skills & Mindset

• Strong operational judgment and comfort making decisions with incomplete information
• Excellent written and verbal customer communication skills
• Ability to balance speed, quality, and team sustainability
• Calm, structured, and decisive under pressure
• Outcome-oriented, not process-dependent
  

Critical Requirements (Non-Negotiable)

• Must be able to work between the hours outlined below
  
  • 7:00 AM – 6:00 PM PST (US)
    
• Comfortable leading teams across time zones
• Willing to take full ownership of outcomes, not just execution‍

Benefits 

• ESOPs: You’ll be eligible for Employee Stock Options. 
• Comprehensive Benefits: Flexible, top-tier benefits package in line with US market standards. 
• Remote Work Culture: Fully remote with best-in-class collaboration tools (Salesforce, Gong, Apollo, etc.). 
• ‍Professional Growth: Thrive in a fast-paced environment that encourages innovation, continuous learning, and career progression.