Business Services Manager

We’re in the weeds with state partners, internally with our product teams, and turning ambiguous policy into real systems that families depend on. This means building a platform that meets each state’s configuration needs while being flexible enough to support all customers. We are not building be-spoke software!

If you want a highly structured environment, this will feel uncomfortable. If you want ownership, speed, and problems that actually matter, you’ll feel right at home.

We’re looking for a strong people leader and operator to own performance, quality, and execution across our Business Services Operations functions, including Vendor, Verification, and School support workflows. In this role, you’ll be responsible for driving operational excellence, leading frontline teams, and ensuring we consistently meet company goals and customer experience standards.

You’ll partner closely with Strategy, Growth, and Support leadership to translate business objectives into clear operational strategies, while using data and insights to continuously improve performance. This is a hands-on leadership role that balances people development, risk management, and process improvement in a fast-paced, mission-driven environment

Own Vendor, Verification, and School KPIs and SLAs, ensuring alignment with company expectations

Develop and execute Business Services Operation strategies in partnership with Strategy and Growth teams

Leverage performance data, reporting, and trends to drive insights, recommendations, and improvements

Ensure company goals and customer experience standards are consistently met across all Business Services Operation programs

Directly lead and develop Support Specialists through coaching, motivation, and ongoing performance support

Enable Support Specialists to deliver high-quality service across all support channels

Act as a key liaison between frontline support teams and Support leadership, ensuring clear communication and alignment

Partner closely with Support Managers to enhance processes, workflows, and operational efficiency Monitor Business Services Operation programs performance and proactively share feedback and insights with Support leadership

Champion a culture of continuous improvement, accountability, and operational rigor across the Support team

A confident people leader who enjoys coaching, developing, and supporting frontline teams

Data-driven and comfortable owning performance metrics, KPIs, and SLAs

Calm, structured, and solutions-oriented, especially when handling escalations or operational risk

Collaborative and experienced partnering cross-functionally to execute strategy

Process-minded, with a passion for improving workflows and driving consistency

Clear and empathetic communicator who can navigate complex or high-stakes situations

Motivated by mission-driven work and improving outcomes for customers at scale

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

We believe that everyone at Odyssey should be compensated fairly. We set our salary bands based on compensation data from hundreds of companies at our stage. The salary range for this role is $60,000 - $80,000 depending on experience, interview performance and location.

Priority will be given to candidates who are based in the New York Tri-state area, Texas, Georgia, Louisiana, Iowa, Utah, or Wyoming

Odyssey benefits include Medical/Dental/Vision plan(s), health services, short term disability, unlimited PTO and more.

Odyssey is an equal opportunity employer. Reasonable accommodations are available upon request.