{"schemaVersion":"jobsearcher.job.v1","id":"b3f99187bc85086a1b22384e","url":"https://jobsearcher.com/jobs/b3f99187bc85086a1b22384e","canonicalUrl":"https://jobsearcher.com/jobs/b3f99187bc85086a1b22384e","title":"Program Support Manager","description":"About Odyssey:\n\nK-12 education is one of the most consequential determinants of a child’s future — and many families have had limited ability to shape how and where their child learns. Education Savings Account (ESA) programs are changing that. One of the fastest-growing public education initiatives in the U.S., they give states the ability to put education funding directly in the hands of families, who can then choose the learning experiences that best fit their child — from schools and tutors to therapy, curriculum, and technology.\n\nBut once these policies are signed into law, states face an enormous operational challenge. They must stand up entirely new programs, manage the secure and compliant flow of public funds, approve and monitor thousands of vendors, support families at scale, and prevent fraud — all while delivering a high-quality user experience.\n\nThat’s where Odyssey comes in.\n\nWe partner with state agencies to design, launch, and operate ESA and school chocie programs on their behalf. We provide the technology, program operations, vendor ecosystem, and family experience that make these programs actually work in the real world. Today, we operate across 10 states, and our platform powers programs serving 250,000+ students and over $2B in annual education funding — and we’re just getting started.\n\nMost recently, we launched the Texas Education Savings Account (EFA) program — the biggest day-one ESA launch in the country — which has already received nearly 200,000 applications. It’s the kind of moment that captures exactly what we’re building toward: programs that work at scale, from day one, when it matters most.\n\nWe’re backed by respected investors, including a16z and Tusk Venture Partners, and we’re building the team that will take us to the next stage.\n\nOdyssey sits at the intersection of GovTech, EdTech, and FinTech. We are a public-sector operator, a technology company, and a program delivery partner all at once. The work we do is civic infrastructure — it determines whether families can access life-changing educational opportunities.\n\nWhy This Work Is Different\n\nWe’re in the weeds with state partners, internally with our product teams, and turning ambiguous policy into real systems that families depend on. This means building a platform that meets each state’s configuration needs while being flexible enough to support all customers. We are not building be-spoke software!\n\nIf you want a highly structured environment, this will feel uncomfortable. If you want ownership, speed, and problems that actually matter, you’ll feel right at home.\n\nAbout the Role:\n\nWe’re looking for a customer-obsessed, data-driven leader to own and elevate our Customer Support performance across all channels. In this role, you’ll be responsible for driving operational excellence, developing frontline talent, and ensuring we consistently deliver a high-quality, empathetic experience to the families we serve, especially within our State Programs.\n\nYou’ll play a critical role in shaping support strategy, owning key performance metrics, and partnering cross-functionally to continuously improve how we operate. This is a hands-on leadership role that balances performance management, people development, and process improvement.\n\nWhat You’ll Do:\n\nPerformance & Strategy\n\nOwn customer support performance across channels (phone, chat, email)\n\nAccountable for SLAs, AHT, CSAT, quality, retention, and key metrics\n\nConduct recurring channel assessments using reports and quality measures\n\nOwn State Program KPIs and SLAs in line with company expectations and in accordance with the program guidelines\n\nDevelop and execute State Program operational strategies in partnership with Implementation Team\n\nLeverage performance data and reporting to drive insights, recommendations, and improvements\n\nPeople & Leadership\n\nDirectly lead and develop your team of Support Specialists through coaching, motivation, and support\n\nEnable Support Specialists to deliver exceptional service across all channels\n\nAct as a key liaison between frontline Support Specialists and Support Leadership\n\nQuality, Escalations & Risk Management\n\nIdentify potential risks to Odyssey’s Support operation and the State Program, resolve issues, and implement risk mitigation plans\n\nRun weekly interaction calibration sessions to ensure alignment on agent performance and quality expectations\n\nServe as primary point of contact for State Program escalations\n\nProactively share performance feedback with Support leadership\n\nProcess Excellence & Continuous Improvement\n\nPartner with Head of Support to enhance processes\n\nConduct process reviews and establish best practices\n\nDocument and memorialize process improvements\n\nChampion a continuous improvement mindset across Support and within State Programs\n\nAbout You:\n\n4+ years of experience leading and developing customer support or customer experience teams\n\nProven ability to coach, motivate, and performance-manage frontline specialists across phone, chat, and email channels\n\nStrong track record of owning team performance metrics, including SLAs, AHT, NPS, quality, and retention\n\nExperienced people leader who builds trust, accountability, and high-performing teams\n\nA proactive problem-solver who brings structure, clarity, and calm to complex or high-pressure situations\n\nComfortable operating in fast-paced, ambiguous, and evolving environments\n\nHighly collaborative, with experience partnering cross-functionally to execute operational strategies\n\nStrong operational mindset with a passion for process improvement, documentation, and scalability\n\nHigh agency leader who takes ownership and drives initiatives from concept to execution\n\nExcellent written and verbal communication skills, with the ability to clearly communicate expectations, policies, and performance insights\n\nExperienced in managing escalations, quality standards, and risk in customer-facing environments\n\nMotivated by mission-driven work and excited to make a meaningful impact through Odyssey’s mission\n\nAdditional Details:\n\nApplicants must be currently authorized to work in the United States on a full-time basis.\n\nWe 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.\n\nPriority will be given to candidates who are based in the New York Tri-state area, Texas, Georgia, Louisiana, Iowa, Utah, or Wyoming\n\nOdyssey benefits include Medical/Dental/Vision plan(s), health services, short term disability, unlimited PTO and more.\n\nOur Commitment to Equal Opportunity Employment:\n\nOdyssey is an equal opportunity employer. Reasonable accommodations are available upon request.\n\nCompensation Range: $60K - $80K","company":"Odyssey","rawCompany":"odyssey","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-08-31T09:40:26.998Z","occupations":[{"code":"11-9032.00","title":"Education Administrators, Kindergarten through Secondary","slug":"education-administrators-kindergarten-through-secondary"},{"code":"11-9151.00","title":"Social and Community Service Managers","slug":"social-and-community-service-managers"},{"code":"11-9039.00","title":"Education Administrators, All Other","slug":"education-administrators-all-other"}],"industries":[{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Support Manager","description":"About Odyssey:\n\nK-12 education is one of the most consequential determinants of a child’s future — and many families have had limited ability to shape how and where their child learns. Education Savings Account (ESA) programs are changing that. One of the fastest-growing public education initiatives in the U.S., they give states the ability to put education funding directly in the hands of families, who can then choose the learning experiences that best fit their child — from schools and tutors to therapy, curriculum, and technology.\n\nBut once these policies are signed into law, states face an enormous operational challenge. They must stand up entirely new programs, manage the secure and compliant flow of public funds, approve and monitor thousands of vendors, support families at scale, and prevent fraud — all while delivering a high-quality user experience.\n\nThat’s where Odyssey comes in.\n\nWe partner with state agencies to design, launch, and operate ESA and school chocie programs on their behalf. We provide the technology, program operations, vendor ecosystem, and family experience that make these programs actually work in the real world. Today, we operate across 10 states, and our platform powers programs serving 250,000+ students and over $2B in annual education funding — and we’re just getting started.\n\nMost recently, we launched the Texas Education Savings Account (EFA) program — the biggest day-one ESA launch in the country — which has already received nearly 200,000 applications. It’s the kind of moment that captures exactly what we’re building toward: programs that work at scale, from day one, when it matters most.\n\nWe’re backed by respected investors, including a16z and Tusk Venture Partners, and we’re building the team that will take us to the next stage.\n\nOdyssey sits at the intersection of GovTech, EdTech, and FinTech. We are a public-sector operator, a technology company, and a program delivery partner all at once. The work we do is civic infrastructure — it determines whether families can access life-changing educational opportunities.\n\nWhy This Work Is Different\n\nWe’re in the weeds with state partners, internally with our product teams, and turning ambiguous policy into real systems that families depend on. This means building a platform that meets each state’s configuration needs while being flexible enough to support all customers. We are not building be-spoke software!\n\nIf you want a highly structured environment, this will feel uncomfortable. If you want ownership, speed, and problems that actually matter, you’ll feel right at home.\n\nAbout the Role:\n\nWe’re looking for a customer-obsessed, data-driven leader to own and elevate our Customer Support performance across all channels. In this role, you’ll be responsible for driving operational excellence, developing frontline talent, and ensuring we consistently deliver a high-quality, empathetic experience to the families we serve, especially within our State Programs.\n\nYou’ll play a critical role in shaping support strategy, owning key performance metrics, and partnering cross-functionally to continuously improve how we operate. This is a hands-on leadership role that balances performance management, people development, and process improvement.\n\nWhat You’ll Do:\n\nPerformance & Strategy\n\nOwn customer support performance across channels (phone, chat, email)\n\nAccountable for SLAs, AHT, CSAT, quality, retention, and key metrics\n\nConduct recurring channel assessments using reports and quality measures\n\nOwn State Program KPIs and SLAs in line with company expectations and in accordance with the program guidelines\n\nDevelop and execute State Program operational strategies in partnership with Implementation Team\n\nLeverage performance data and reporting to drive insights, recommendations, and improvements\n\nPeople & Leadership\n\nDirectly lead and develop your team of Support Specialists through coaching, motivation, and support\n\nEnable Support Specialists to deliver exceptional service across all channels\n\nAct as a key liaison between frontline Support Specialists and Support Leadership\n\nQuality, Escalations & Risk Management\n\nIdentify potential risks to Odyssey’s Support operation and the State Program, resolve issues, and implement risk mitigation plans\n\nRun weekly interaction calibration sessions to ensure alignment on agent performance and quality expectations\n\nServe as primary point of contact for State Program escalations\n\nProactively share performance feedback with Support leadership\n\nProcess Excellence & Continuous Improvement\n\nPartner with Head of Support to enhance processes\n\nConduct process reviews and establish best practices\n\nDocument and memorialize process improvements\n\nChampion a continuous improvement mindset across Support and within State Programs\n\nAbout You:\n\n4+ years of experience leading and developing customer support or customer experience teams\n\nProven ability to coach, motivate, and performance-manage frontline specialists across phone, chat, and email channels\n\nStrong track record of owning team performance metrics, including SLAs, AHT, NPS, quality, and retention\n\nExperienced people leader who builds trust, accountability, and high-performing teams\n\nA proactive problem-solver who brings structure, clarity, and calm to complex or high-pressure situations\n\nComfortable operating in fast-paced, ambiguous, and evolving environments\n\nHighly collaborative, with experience partnering cross-functionally to execute operational strategies\n\nStrong operational mindset with a passion for process improvement, documentation, and scalability\n\nHigh agency leader who takes ownership and drives initiatives from concept to execution\n\nExcellent written and verbal communication skills, with the ability to clearly communicate expectations, policies, and performance insights\n\nExperienced in managing escalations, quality standards, and risk in customer-facing environments\n\nMotivated by mission-driven work and excited to make a meaningful impact through Odyssey’s mission\n\nAdditional Details:\n\nApplicants must be currently authorized to work in the United States on a full-time basis.\n\nWe 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.\n\nPriority will be given to candidates who are based in the New York Tri-state area, Texas, Georgia, Louisiana, Iowa, Utah, or Wyoming\n\nOdyssey benefits include Medical/Dental/Vision plan(s), health services, short term disability, unlimited PTO and more.\n\nOur Commitment to Equal Opportunity Employment:\n\nOdyssey is an equal opportunity employer. Reasonable accommodations are available upon request.\n\nCompensation Range: $60K - $80K","datePosted":"2026-08-31T09:40:26.998Z","dateModified":"2026-08-31T09:40:26.998Z","hiringOrganization":{"@type":"Organization","name":"Odyssey","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"b3f99187bc85086a1b22384e"},"url":"https://jobsearcher.com/jobs/b3f99187bc85086a1b22384e"}}