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Odyssey Energy Solutions logo
Odyssey Energy Solutions

Radically accelerating capital deployment into distributed energy to get more projects built, faster.

Program Support Manager

ManagerManagerOtherRemoteSeniorTeam 11-50Since 2017H1B No SponsorCompany SiteLinkedIn

Location

Iowa + 5 moreAll locations: Iowa | Louisiana | New York | Texas | Utah | Wyoming

Posted

133 days ago

Salary

$60K - $80K / year

Seniority

Senior

4 yrs expEnglish

Job Description

Program Support Manager

Odyssey Energy Solutions

• 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

Job Requirements

  • 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
  • Experienced people leader who builds trust, accountability, and high-performing teams
  • A proactive problem-solver who brings structure, clarity, and calm to complex or high-pressure situations
  • Comfortable operating in fast-paced, ambiguous, and evolving environments
  • Highly collaborative, with experience partnering cross-functionally to execute operational strategies
  • Strong operational mindset with a passion for process improvement, documentation, and scalability
  • High agency leader who takes ownership and drives initiatives from concept to execution
  • Excellent written and verbal communication skills, with the ability to clearly communicate expectations, policies, and performance insights
  • Experienced in managing escalations, quality standards, and risk in customer-facing environments
  • Motivated by mission-driven work and excited to make a meaningful impact through Odyssey’s mission.

Benefits

  • Medical/Dental/Vision plan(s)
  • health services
  • short term disability
  • unlimited PTO
  • more

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