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Odyssey partners with state agencies to design, launch, and operate Education Savings Account (ESA) and school choice programs. The company operates across 10 states, powering programs serving 250,000+ students and over $2B in annual education funding. This role is responsible for leading and elevating customer support performance across all channels (phone, chat, email) for state education programs.
As Program Support Manager, you will own end-to-end customer support operations and strategy. Key responsibilities include: managing performance metrics (SLAs, AHT, CSAT, quality, retention), leading and developing a team of Support Specialists through coaching and performance management, conducting weekly quality calibration sessions, serving as the primary escalation point for state program issues, and partnering cross-functionally to improve processes and operational efficiency.
You will balance hands-on leadership with strategic oversight, identifying risks to support operations and state programs while implementing mitigation plans. You'll work closely with the Head of Support and Implementation Team to develop operational strategies aligned with state program guidelines and company expectations. The role requires strong data-driven decision-making, proactive problem-solving in fast-paced environments, and a commitment to continuous improvement and scalability.
This is a customer-obsessed, high-ownership position where you'll directly impact families' ability to access educational opportunities through well-functioning support operations.
