Program Support Manager
OdysseySimulation company
United States$60,000 - $80,000Manager
Lux Capital
Foundry
Storm Ventures
Haystack Ventures
Operations & StrategyNew
About the role
TL;DR
Lead customer support operations, drive performance, and develop frontline talent for state education programs.
- •Odyssey is seeking a customer-obsessed, data-driven leader to own and elevate customer support performance across all channels.
- •This role is responsible for driving operational excellence, developing frontline talent, and ensuring a high-quality, empathetic experience for families.
- •Key Responsibilities Own customer support performance across phone, chat, and email channels, accountable for SLAs, AHT, CSAT, quality, and retention.
- •Develop and execute State Program operational strategies in partnership with the Implementation Team.
- •Directly lead and develop a team of Support Specialists through coaching, motivation, and support.
- •Serve as the primary point of contact for State Program escalations and identify potential risks to the support operation.
- •Partner with Head of Support to enhance processes, conduct process reviews, and establish best practices.
- •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.
- •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.
Required skills
Performance ManagementSQLJiraSlack
Domain expertise
edtechgovernment
Benefits & perks
Medical/Dental/Vision plan(s), health services, short term disability, unlimited PTO
Tech stack
PythonJavaScriptSQLGitLinuxJiraConfluenceNotionSlackAirtableExcelPowerPoint