Program Support Manager - Remote

Overview

Odyssey is on a mission to enable access to high-quality education across the U.S. regardless of income or zip code, using proprietary technology to streamline educational choices for parents.

In Short

• Lead and improve Customer Support performance across all channels.
• Drive operational excellence and develop frontline talent.
• Own key performance metrics and ensure high-quality service.
• Shape support strategy and partner cross-functionally.
• Manage performance metrics including SLAs, AHT, and CSAT.
• Conduct assessments and develop operational strategies.
• Identify risks and implement mitigation plans.
• Run calibration sessions for performance alignment.
• Champion continuous improvement within support operations.
• Provide exceptional service and support to families.

Requirements

• 4+ years of experience in customer support leadership.
• Proven ability to coach and motivate teams.
• Strong track record in managing performance metrics.
• Experience in risk management and quality standards.
• Excellent communication skills.
• Comfortable in fast-paced and evolving environments.
• Collaborative approach to operational strategies.
• Passion for process improvement and scalability.
• Ability to manage escalations effectively.
• Motivated by mission-driven work.

Benefits

• Medical/Dental/Vision plan(s).
• Health services.
• Short term disability.
• Unlimited PTO.
• Opportunities for growth and impact.