Program Support Manager
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Job Description
Customer Support Manager driving operational excellence and performance metrics for Odyssey's support across multiple channels. Leading a team to deliver high-quality customer experiences in education services.
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
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.
Benefits:
- Medical/Dental/Vision plan(s)
- health services
- short term disability
- unlimited PTO
- more
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