Program Support 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 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.

Performance & Strategy

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

People & Leadership

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

Quality, Escalations & Risk Management

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

Process Excellence & Continuous Improvement

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

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.

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.