Program Support Manager

Odyssey

6d•$60,000 - $80,000•Hybrid

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 to make these programs work. Odyssey operates in 10 states, serving over 250,000 students and managing over $2 billion in annual education funding. The company is at the intersection of GovTech, EdTech, and FinTech, building civic infrastructure that enables families to access educational opportunities. This role is for a customer-obsessed, data-driven leader to own and elevate Customer Support performance across all channels, driving operational excellence, developing frontline talent, and ensuring a high-quality, empathetic experience for families, particularly within State Programs. The role involves shaping support strategy, owning key performance metrics, and cross-functional partnerships for continuous improvement. It is a hands-on leadership role balancing performance management, people development, and process improvement.

Requirements

4+ years of experience leading and developing customer support or customer experience teams
Proven ability to coach, motivate, and performance-manage frontline specialists across phone, chat, and email channels
Strong track record of owning team performance metrics, including SLAs, AHT, NPS, quality, and retention
Experienced people leader who builds trust, accountability, and high-performing teams
A proactive problem-solver who brings structure, clarity, and calm to complex or high-pressure situations
Comfortable operating in fast-paced, ambiguous, and evolving environments
Highly collaborative, with experience partnering cross-functionally to execute operational strategies
Strong operational mindset with a passion for process improvement, documentation, and scalability
High agency leader who takes ownership and drives initiatives from concept to execution
Excellent written and verbal communication skills, with the ability to clearly communicate expectations, policies, and performance insights
Experienced in managing escalations, quality standards, and risk in customer-facing environments
Motivated by mission-driven work and excited to make a meaningful impact through Odyssey’s mission

Responsibilities

Own customer support performance across channels (phone, chat, email)
Accountable for SLAs, AHT, CSAT, quality, retention, and key metrics
Conduct recurring channel assessments using reports and quality measures
Own State Program KPIs and SLAs in line with company expectations and in accordance with the program guidelines
Develop and execute State Program operational strategies in partnership with Implementation Team
Leverage performance data and reporting to drive insights, recommendations, and improvements
Directly lead and develop your team of Support Specialists through coaching, motivation, and support
Enable Support Specialists to deliver exceptional service across all channels
Act as a key liaison between frontline Support Specialists and Support Leadership
Identify potential risks to Odyssey’s Support operation and the State Program, resolve issues, and implement risk mitigation plans
Run weekly interaction calibration sessions to ensure alignment on agent performance and quality expectations
Serve as primary point of contact for State Program escalations
Proactively share performance feedback with Support leadership
Partner with Head of Support to enhance processes
Conduct process reviews and establish best practices
Document and memorialize process improvements
Champion a continuous improvement mindset across Support and within State Programs