State Programs Support Director

Odyssey; Menlo Park (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical/Dental/Vision plan(s)

Health services

Short-term disability

Unlimited PTO

Job summary

Odyssey is seeking a customer-obsessed, data-driven leader to own and elevate our Customer Support performance across all channels. You’ll drive operational excellence, develop frontline talent, and ensure we deliver a high-quality, empathetic experience to families we serve, especially within State Programs.

You’ll shape support strategy, own key performance metrics, and partner cross-functionally to continuously improve how we operate.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Customer support leadership

People management

Cross-functional collaboration

Performance metrics

Job description

Odyssey is seeking a customer-obsessed, data-driven leader to own and elevate our Customer Support performance across all channels. You’ll drive operational excellence, develop frontline talent, and ensure we deliver a high-quality, empathetic experience to families we serve, especially within State Programs.

You’ll shape support strategy, own key performance metrics, and partner cross-functionally to continuously improve how we operate.