Remote Program Support Manager
About Odyssey:At Odyssey, our Mission is to enable access to high-quality education across the U.S. regardless of income, or zip code. With our proprietary technology, Odyssey makes educational choice easier, faster, and more accessible to parents in the jurisdictions that we serve. By partnering directly with state agencies and educational vendors, we help to streamline the process that empowers parents to find the tools necessary for their children to succeed.As the first company designed specifically for education savings accounts (ESAs), our platform powers programs that collectively support more than 200,000 students across the US in accessing more than $2 billion in state funding.About the Role:We'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.You'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.What You'll Do:Performance & StrategyOwn customer support performance across channels (phone, chat, email)Accountable for SLAs, AHT, CSAT, quality, retention, and key metricsConduct recurring channel assessments using reports and quality measuresOwn State Program KPIs and SLAs in line with company expectations and in accordance with the program guidelinesDevelop and execute State Program operational strategies in partnership with Implementation TeamLeverage performance data and reporting to drive insights, recommendations, and improvementsPeople & LeadershipDirectly lead and develop your team of Support Specialists through coaching, motivation, and supportEnable Support Specialists to deliver exceptional service across all channelsAct as a key liaison between frontline Support Specialists and Support LeadershipQuality, Escalations & Risk ManagementIdentify potential risks to Odyssey's Support operation and the State Program, resolve issues, and implement risk mitigation plansRun weekly interaction calibration sessions to ensure alignment on agent performance and quality expectationsServe as primary point of contact for State Program escalationsProactively share performance feedback with Support leadershipProcess Excellence & Continuous ImprovementPartner with Head of Support to enhance processesConduct process reviews and establish best practicesDocument and memorialize process improvementsChampion a continuous improvement mindset across Support and within State ProgramsAbout You:4+ years of experience leading and developing customer support or customer experience teamsProven ability to coach, motivate, and performance-manage frontline specialists across phone, chat, and email channelsStrong track record of owning team performance metrics, including SLAs, AHT, NPS, quality, and retentionExperienced people leader who builds trust, accountability, and high-performing teamsA proactive problem-solver who brings structure, clarity, and calm to complex or high-pressure situationsComfortable operating in fast-paced, ambiguous, and evolving environmentsHighly collaborative, with experience partnering cross-functionally to execute operational strategiesStrong operational mindset with a passion for process improvement, documentation, and scalabilityHigh agency leader who takes ownership and drives initiatives from concept to executionExcellent written and verbal communication skills, with the ability to clearly communicate expectations, policies, and performance insightsExperienced in managing escalations, quality standards, and risk in customer-facing environmentsMotivated by mission-driven work and excited to make a meaningful impact through Odyssey's missionAdditional 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 WyomingOdyssey benefits include Medical/Dental/Vision plan(s), health services, short term disability, unlimited PTO and more.Our Commitment to Equal Opportunity Employment:Odyssey is an equal opportunity employer. Reasonable accommodations are available upon request.Why Odyssey:Sitting at the intersection of tech, government, and education, Odyssey offers potential applicants an immediate and substantive impact for students and families. Supported by well-known investors and advisors, we are gaining traction quickly with ample opportunity for growth. As our team expands, we are looking for top-tier talent to join our mission in driving the future of education forward. Join us if you believe in the power of education as the single most important investment we can make as Americans today