Program Support Manager
About Odyssey
Education Savings Account (ESA) programs are transforming K-12 education by giving families control over their children's learning experiences. Odyssey partners with state agencies to design, launch, and operate these programs, providing the necessary technology, program operations, vendor ecosystem, and family experience.
We currently operate in 10 states, supporting over 250,000 students and $2 billion in annual education funding. Most recently, we launched the Texas Education Savings Account (EFA) program, which has received nearly 200,000 applications. Odyssey is backed by respected investors and is committed to building a team that can take us to the next stage. We are at the intersection of GovTech, EdTech, and FinTech, and our work determines whether families can access life-changing educational opportunities.
About the Role
We are seeking a customer-obsessed, data-driven leader to own and elevate our Customer Support performance across all channels. This role involves driving operational excellence, developing frontline talent, and ensuring we consistently deliver a high-quality, empathetic experience to the families we serve, particularly within our State Programs.
- Performance & Strategy:
- 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
- People & Leadership:
- 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
- Quality, Escalations & Risk Management:
- 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
- Process Excellence & Continuous Improvement:
- 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
What You’ll Do
Performance & Strategy:
- 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
People & Leadership:
- 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
Quality, Escalations & Risk Management:
- 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
Process Excellence & Continuous Improvement:
- 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
About You
- 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
- 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
- Operational mindset with a passion for process improvement, documentation, and scalability
- 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
Additional Details
- Applicants must be currently authorized to work in the United States on a full-time basis.
- We believe that everyone at Odyssey should be compensated fairly. We set our salary bands based on compensation data from hundreds of companies at our stage. The salary range for this role is $60,000 - $80,000 depending on experience, interview performance and location.
- Priority will be given to candidates who are based in the New York Tri-state area, Texas, Georgia, Louisiana, Iowa, Utah, or Wyoming.
- Odyssey benefits include Medical/Dental/Vision plan(s), health services, short term disability, unlimited PTO and more.
Our Commitment to Equal Opportunity Employment
We are an equal opportunity employer. Reasonable accommodations are available upon request.