Job Description

Education Analytics is hiring for a Services Delivery Lead. This role is fully remote. 

Education Analytics (EA) is a national non-profit organization located in downtown Madison, WI that uses data and analytics to improve outcomes for students and increase equity in education. We work closely with our partners to illuminate patterns in data that drive change. At EA, we believe in a culture that is collaborative, equitable, mission-driven, human-centered, innovative, and rigorous. We believe in the potential of people to foster continuous improvement.

Position Description

The Services Delivery Lead is responsible for the day-to-day execution of partner-specific service engagements, ensuring that service deliverables are completed on time and within budget. This role works closely with Implementation, Product, and Support teams to coordinate service execution, troubleshooting, and ongoing partner support. The Service Delivery Lead plays a critical role in ensuring contract fulfillment, working to deliver customized, partner-driven solutions that align with EA's product offerings and organizational priorities. This role requires a strong understanding of service delivery operations, project coordination, and partner engagement. The ideal candidate will be a strategic leader with the ability to take a contract and partner needs and translate them into actionable deliverables, along with familiarity with data interoperability frameworks like Ed-Fi and/or data analytics and research.

Orientation to the Work

• Strong customer-service mindset, ensuring that partners receive high-quality service experiences. 

• Ability to manage multiple partner engagements simultaneously, ensuring smooth execution across projects. 

• Comfortable working in a fast-paced environment, collaborating with internal teams to resolve service challenges efficiently. 

• Strong project coordination skills, ensuring service execution remains aligned with timelines, budgets, and deliverables. 

• Comfortable with taking initiative and sharing responsibility in a team-based, collaborative environment at a fast-paced nonprofit organization. 

• Customer-service orientation to working with other teams and partners. 

• Ability to think strategically about complex issues as they arise, including weighing competing options and acknowledging the importance of context. 

• This is a full-time, salaried exempt position with the expectation that specific periods of work around project deadlines or peak loads during the year may require additional time commitment to support completion.  

Duties and Responsibilities

Service Delivery & Project Coordination 

• Manage service delivery projects, ensuring completion of partner-specific deliverables. 

• Break down contracts into service deliverables, ensuring each task has a clear owner and timeline. 

• Oversee partner-specific solutions, ensuring alignment with EA's product capabilities. 

• Work closely with partners to track progress, resolve issues, and align expectations. 

Cross-Team Collaboration & Support 

• Coordinate with Implementation & Support teams to ensure seamless onboarding and data flow. 

• Collaborate with Product and Engineering teams to ensure technical feasibility of service solutions. 

• Facilitate internal and external project coordination meetings to align teams and stakeholders. 

Financial & Contract Oversight 

• Monitor project budgets, ensuring service execution stays within financial constraints. 

• Support invoice reviews and approvals, ensuring partners are billed accurately for services rendered. 

• Work with contract leads to ensure all agreements (including DRAs) are signed and documented properly. 

Service Quality & Process Improvement 

• Track service delivery performance, identifying opportunities for process optimization. 

• Establish best practices for managing partner-specific services efficiently. 

• Contribute to EA's service roadmap, providing insights on how services can be improved. 

Required Knowledge and Skills  

• Strong experience managing partner-specific service engagements, ensuring high-quality, on-time, and on-budget delivery. 

• Proven ability to lead service teams, ensuring smooth execution across multiple workstreams. 

• Effective communication and problem-solving skills, with the ability to resolve complex service-related issues. 

• Experience in contract and budget management, with an ability to track deliverables and financials. 

• Strong collaboration skills, with experience working across product, engineering, and implementation teams. 

• Ability to manage partner relationships, ensuring important levels of satisfaction and engagement. 

• Strong problem-solving skills, particularly in handling service-related challenges. 

• Experience with project management tools (e.g., Jira, Monday.com) and documentation platforms. 

• Demonstrated effective verbal and written communication skills, utilizing proper grammar, syntax, and excellent business acumen.  

• Strong organizational and time management skills with proven ability to multitask and prioritize in a high paced environment with limited direction.  

• Intermediate proficiency with Microsoft Word, Excel, and Outlook (or list other software or similar skills).  

Education and Experience

• Bachelor's degree in education, business, public policy, economics, or a related field. 

• 3-5 years of experience in service delivery, project management, or partner engagement. 

• Experience working in education technology, consulting, or data-driven organizations preferred. 

Work Environment and Requirements

• Require minimal day-to-day management.  

• Ability to communicate effectively in numerous conversations throughout the day on the telephone, in writing, on-line zoom and in person to provide information, collaboration and assistance. 

• Ability to reach in all directions to store and retrieve files, use telephone, calculator, computer, and other office equipment. 

• Ability to move inside the office to access file cabinets, office equipment, retrieve office supplies and make general deliveries. 

• Dexterity and hand/eye coordination necessary to operate computer keyboard and other office equipment. 

• Ability to complete job duties where there may be eyestrain due to constant viewing of computer screens. 

• Ability to complete job duties in an environment where background noise and frequent interruptions are consistent. 

• Demonstrate the ability to utilize basic math skills of addition, subtraction, multiplication, and division. 

• Must be able to communicate effectively both orally and in writing, follow instructions and be able to comprehend written material or requests. 

• Must demonstrate the ability to use reason and problem-solving skills in a fast-paced environment. 

Compensation and Benefits
The salary for the Services Delivery Lead position is $64,000-$75,000/year, based on experience. EA also has a generous benefits package including:

• A 12% employee salary contribution from EA to your 401k retirement plan
• An additional 3% salary deferral match by EA to your 401k
• 26.5 days of paid vacation annually + sick paid time off that accumulates per pay period 
• 9 paid holidays of your choosing
• 93% of health insurance premium paid for by EA
• Paid parental leave (if eligibility requirements are met)

EA's primary location is in downtown Madison, WI, on the Capitol Square. Steps away from coffee shops, a weekly summer farmers' market, restaurants, shops, and two lakes. Many staff walk, bike, or use public transportation to commute to a well-appointed office.

Equal Employment Opportunity
Education Analytics is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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