Program Support Manager at Odyssey

📋 Description

• Own customer support across channels (phone, chat, email)
• Manage SLAs, AHT, CSAT, quality, retention
• Conduct channel assessments using reports and QA
• Own State Program KPIs and SLAs per guidelines
• Develop State Program ops with Implementation Team
• Lead and develop Support Specialists

🎯 Requirements

• 4+ years leading customer support teams
• Coach across phone, chat, email
• Own metrics: SLAs, AHT, NPS, quality, retention
• Proven leader building trust and accountability
• Calm, proactive problem-solver under pressure
• Thrives in fast-paced, ambiguous environments

🎁 Benefits

• Medical, dental, vision coverage
• Short-term disability and health services
• Unlimited PTO
• Mission-driven, impact-focused work