[Hiring] Program Support Manager @Odyssey

Role Description

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 & 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

Qualifications

• 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

Requirements

• Applicants must be currently authorized to work in the United States on a full-time basis.
• 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

Benefits

• 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.