Business Services Manager

Odyssey

11d•$60,000 - $80,000

About The Position

Odyssey partners with state agencies to design, launch, and operate Education Savings Account (ESA) and school choice programs. They provide the technology, program operations, vendor ecosystem, and family experience necessary for these programs to function effectively. Odyssey operates in 10 states, supporting over 250,000 students and managing over $2 billion in annual education funding. The company is at the intersection of GovTech, EdTech, and FinTech, viewing its work as civic infrastructure that enables families to access educational opportunities. The role of Business Services Manager is a people leadership and operational role focused on performance, quality, and execution across Vendor, Verification, and School support functions. The manager will drive operational excellence, lead frontline teams, and ensure company goals and customer experience standards are met. This is a hands-on role requiring collaboration with Strategy, Growth, and Support leadership to translate business objectives into operational strategies, utilizing data for continuous improvement. It involves people development, risk management, and process improvement in a fast-paced, mission-driven environment.

Requirements

Currently authorized to work in the United States on a full-time basis.
Confident people leader who enjoys coaching, developing, and supporting frontline teams.
Data-driven and comfortable owning performance metrics, KPIs, and SLAs.
Calm, structured, and solutions-oriented, especially when handling escalations or operational risk.
Collaborative and experienced partnering cross-functionally to execute strategy.
Process-minded, with a passion for improving workflows and driving consistency.
Clear and empathetic communicator who can navigate complex or high-stakes situations.
Motivated by mission-driven work and improving outcomes for customers at scale.

Responsibilities

Own Vendor, Verification, and School KPIs and SLAs, ensuring alignment with company expectations.
Develop and execute Business Services Operation strategies in partnership with Strategy and Growth teams.
Leverage performance data, reporting, and trends to drive insights, recommendations, and improvements.
Ensure company goals and customer experience standards are consistently met across all Business Services Operation programs.
Directly lead and develop Support Specialists through coaching, motivation, and ongoing performance support.
Enable Support Specialists to deliver high-quality service across all support channels.
Act as a key liaison between frontline support teams and Support leadership, ensuring clear communication and alignment.
Partner closely with Support Managers to enhance processes, workflows, and operational efficiency.
Monitor Business Services Operation programs performance and proactively share feedback and insights with Support leadership.
Champion a culture of continuous improvement, accountability, and operational rigor across the Support team.