Prezent · 21 hours ago
Manager, Global Service Delivery
United States
Full-time
Remote
Senior Level
7+ years expPrezent is a rapidly growing company focused on transforming enterprise communication. The Manager, Global Service Delivery will oversee the end-to-end delivery of overnight presentation requests, ensuring quality and adherence to service level agreements while leading a global team.
Artificial Intelligence (AI)Information TechnologyMachine LearningSoftware
Responsibilities
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
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
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)
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
Qualification
Required
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
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
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
Preferred
Background in professional services, consulting delivery, or premium support is strongly preferred
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.
Company
Prezent
Prezent is a leading AI-powered business communication and presentation productivity platform. Our mission is democratize great business communication.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$89.3MKey Investors
Greycroft,Multiplier Capital,NomuraGreycroftAlumni Ventures,Greycroft,True Global Ventures (TGV)
2025-10-10Series B· $30M
2025-03-19Series A· $20M
2024-09-10Series A· $15M
Leadership Team
Rajat Mishra
Co-Founder and CEO
Recent News
2025-10-31
Company data provided by crunchbase