Note: The job is a remote job and is open to candidates in USA. Odyssey partners with state agencies to design, launch, and operate Education Savings Account and school choice programs. The Program Support Manager will own customer support performance across channels, develop frontline talent, manage key metrics and escalations, and drive operational and process improvements for State Programs.
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
Skills
- 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
- Applicants must be currently authorized to work in the United States on a full-time basis
- Priority will be given to candidates who are based in the New York Tri-state area, Texas, Georgia, Louisiana, Iowa, Utah, or Wyoming
Benefits
- Medical/Dental/Vision plan(s)
- Health services
- Short term disability
- Unlimited PTO
Company Overview