Program Support Manager

About Odyssey
K-12 education is one of the most consequential determinants of a child’s future — and many families have had limited ability to shape how and where their child learns. Education Savings Account (ESA) programs are changing that. One of the fastest-growing public education initiatives in the U.S., they give states the ability to put education funding directly in the hands of families, who can then choose the learning experiences that best fit their child — from schools and tutors to therapy, curriculum, and technology.
But once these policies are signed into law, states face an enormous operational challenge. They must stand up entirely new programs, manage the secure and compliant flow of public funds, approve and monitor thousands of vendors, support families at scale, and prevent fraud — all while delivering a high-quality user experience.
That’s where Odyssey comes in.
We partner with state agencies to design, launch, and operate ESA and school choice programs on their behalf. We provide the technology, program operations, vendor ecosystem, and family experience that make these programs actually work in the real world. Today, we operate across 10 states, and our platform powers programs serving 250,000+ students and over $2B in annual education funding — and we’re just getting started.
Most recently, we launched the Texas Education Savings Account (EFA) program — the biggest day-one ESA launch in the country — which has already received nearly 200,000 applications. It’s the kind of moment that captures exactly what we’re building toward: programs that work at scale, from day one, when it matters most.
We’re backed by respected investors, including a16z and Tusk Venture Partners, and we’re building the team that will take us to the next stage.
Odyssey sits at the intersection of GovTech, EdTech, and FinTech. We are a public-sector operator, a technology company, and a program delivery partner all at once. The work we do is civic infrastructure — it determines whether families can access life-changing educational opportunities.
Why This Work Is Different
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 bespoke 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.
About the Role
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.
What You’ll Do
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 delive