Program Support Manager

Odyssey

13d•$60,000 - $80,000

About The Position

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.

Requirements

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

Responsibilities

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
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
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
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