Program Support Manager

This is a fully remote position, open to applicants in Iowa, +5 more states.

📋 Description

• Take ownership and enhance the performance of Customer Support across phone, chat, and email channels.

• Promote operational excellence and guarantee a high-quality, compassionate experience for families utilizing State Programs.

• Manage SLAs, AHT, CSAT, quality, retention, and other essential performance metrics.

• Perform regular assessments of channels using reports and quality measures.

• Oversee State Program KPIs and SLAs in line with company standards and program guidelines.

• Collaborate with the Implementation Team to develop and implement operational strategies for State Programs.

• Utilize performance data and reporting to create insights, recommendations, and enhancements.

• Guide and develop Support Specialists through coaching, encouragement, and assistance.

• Empower Support Specialists to provide outstanding service across all channels.

• Act as a liaison between frontline Support Specialists and Support Leadership.

• Identify and address risks to Odyssey’s Support operations and State Programs.

• Conduct weekly calibration sessions for agent performance and quality alignment.

• Serve as the primary contact for escalations related to State Programs.

• Communicate performance feedback to Support leadership.

• Collaborate with the Head of Support to improve processes.

• Perform process reviews, establish best practices, and document process enhancements.

• Advocate for continuous improvement across Support and State Programs.

⛳️ Requirements

• Minimum of 4 years of experience in leading and developing customer support or customer experience teams.

• Demonstrated ability to coach, inspire, and manage the performance of frontline specialists across phone, chat, and email channels.

• Strong history of owning team performance metrics, including SLAs, AHT, NPS, quality, and retention.

• Experienced people leader who fosters trust, accountability, and high-performing teams.

• Proactive in problem-solving within complex or high-pressure environments.

• Comfortable working in fast-paced, ambiguous, and dynamic settings.

• Experience collaborating cross-functionally to implement operational strategies.

• Strong operational mindset with a passion for process enhancement, documentation, and scalability.

• High degree of initiative and ownership of projects from inception to completion.

• Excellent written and verbal communication abilities.

• Experience managing escalations, quality standards, and risks in customer-facing contexts.

• Driven by mission-oriented work.

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

🏝️ Benefits

• Medical/Dental/Vision plan(s).

• Health services.

• Short-term disability.

• Unlimited PTO.

• Additional benefits provided by Odyssey.