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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. Odyssey recently launched the Texas Education Savings Account program, the largest day-one ESA launch in the country.
You will lead the training, quality assurance, and knowledge management functions within Odyssey's Support organization. This is a hands-on leadership role managing two direct reports (Training Associate and Quality Assurance & Knowledge Associate) while working cross-functionally with Support leadership, Product, Operations, and Program teams.
Key responsibilities include:
Training & Enablement: Own the overall training strategy for the Support organization. Lead development of new-hire onboarding, ongoing education, upskilling, leadership training, and change-management programs. Ensure training is engaging, scalable, and tied to measurable performance outcomes. Establish readiness standards and assessments. Build Train-the-Trainer programs. Prepare teams for program launches, policy changes, product releases, and operational changes.
Quality Assurance & Customer Experience: Develop and own the QA strategy, standards, scorecards, and calibration process across Parent, School, and Vendor Support. Analyze QA results, CSAT, escalations, and customer experience data to identify trends. Translate quality insights into actionable coaching, training, documentation, or process improvements. Establish regular reporting on quality trends, knowledge gaps, and areas of risk. Focus on systemic issues rather than individual performance.
Knowledge Management & Documentation: Own the strategy and governance for Support knowledge management, including SOPs, FAQs, internal documentation, and customer-facing help content. Ensure documentation remains accurate as policies, products, and processes change. Establish standards for knowledge creation, review, approval, communication, and maintenance. Partner cross-functionally to translate complex requirements into clear guidance. Identify opportunities to improve self-service.
People Leadership: Directly manage and develop two team members. Set clear goals, priorities, and performance expectations. Provide ongoing coaching and professional development. Build scalable processes and operating rhythms. Prioritize work based on customer impact, operational risk, and business needs.
Requirements:
- Experience leading training, quality assurance, enablement, knowledge management, or similar functions within a customer support or operations environment
- Previous people-management experience with demonstrated ability to coach, develop, and hold team members accountable
- Strong understanding of contact center operations and how training, QA, knowledge management, and performance management work together
- Experience developing QA programs, scorecards, calibration processes, or quality standards
- Experience building or managing new-hire and ongoing training programs
- Strong analytical mindset with ability to use QA results, CSAT, operational metrics, and customer feedback to identify trends and root causes
- Excellent written and verbal communication skills with ability to simplify complex information for different audiences
- Strong project-management and organizational skills with ability to manage multiple priorities in a fast-moving environment
- Comfortable working through ambiguity and building processes where structure may not yet exist
- Ability to balance strategy with execution—comfortable setting direction while also doing hands-on work when needed
- Strong cross-functional partner who can influence without direct authority and confidently push back when necessary
- Proactive and curious, with natural tendency to investigate root causes rather than treating symptoms
- Passionate about developing people and creating consistently excellent customer experiences
