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 grant 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 6 states, and our platform powers programs serving 200,000+ students and over $1B in 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 over 100,000 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 This is not a traditional SaaS role. There’s no clean playbook. Every state is a new launch — new policy, new constraints, new stakeholders, new operational model. We’re in the weeds with state partners, shipping while building the plane, and turning ambiguous policy into real systems that families depend on. If you thrive in highly structured environments, 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 deliver exceptional service across all channels Act as a key liaison between frontline Support Specialists and Support Leadership Quality, Escalations & Risk Management 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 Process Excellence & Continuous Improvement 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 About You: 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 Additional Details: Applicants must be currently authorized to work in the United States on a full-time basis. We believe that everyone at Odyssey should be compensated fairly. We set our salary bands based on compensation data from hundreds of companies at our stage. The salary range for this role is $60,000 - $80,000 depending on experience, interview performance and location. Priority will be given to candidates who are based in the New York Tri-state area, Texas, Georgia, Louisiana, Iowa, Utah, or Wyoming Odyssey benefits include Medical/Dental/Vision plan(s), health services, short term disability, unlimited PTO and more. Our Commitment to Equal Opportunity Employment: Odyssey is an equal opportunity employer. Reasonable accommodations are available upon request. Why Odyssey: Sitting at the intersection of tech, government, and education, Odyssey offers potential applicants an immediate and substantive impact for students and families. Supported by well-known investors and advisors, we are gaining traction quickly with ample opportunity for growth. As our team expands, we are looking for top-tier talent to join our mission in driving the future of education forward. Join us if you believe in the power of education as the single most important investment we can make as Americans today

• Oversee highly complex early and late phase CMC programs and high-profile partnerships critical to the success of the company. • Develop and manage highly complex integrated CMC program plans, identify critical path activities and ensure milestones are identified and timeline risk is managed. • Provide oversight and accountability for the team member responsible for managing one or more external suppliers of LVV or Cell Drug Product, ensuring effective execution and alignment with Technical Team priorities. • Create and leverage appropriate project management tools to focus teams, facilitate decision making, manage risk, and ensure risks are tracked and communicated clearly within teams, to external stakeholders, and TechOps and Program leadership. • Partner with TechOps Leadership and finance to develop and manage highly complex program budgets, perform detailed budget analysis, and guide resourcing decisions. • Ensure effective communication and stakeholder management at all levels of the organization, including project teams, external CDMO partners, and TechOps and Program leadership. • Lead the interfaces between functional areas and with external partners to ensure effective handoff and communication between functional teams both internally and with partners to execute on important program milestones. • Ensure on time and in full delivery of CMC activities to support all regulatory milestones including CMC deliverables for drug licensure application. Effectively communicate with project team members, program management colleagues, Senior Leadership Team, Functional Heads, and key stakeholders. • Help the program management team improve PM tools for project governance and program timelines, as well as the communication of program KPIs, risks, and achievements. • Facilitate and improve program governance with the Senior Technical Leadership Team through dashboards, agendas, and clear communication • Drive efficiency and prioritization by helping TechOps balance workload across program teams, strategic initiatives, and routine operations. • Manage one or more direct reports, with the potential for more. Mentor junior project manager(s) to ensure commitment, collaboration and professional development. • Provides leadership to the CMC program team and functional areas to anticipate and identify sophisticated program issues, which pose a challenge to achieving strategic goals. Implements plan to resolve such issues. • Identifies and anticipates CMC-related risks/constraints to timing and resources and proactively communicates/escalates

• Creation of Project Plans, rollout/transition plans, RAIDS logs, SteerCo reporting. • Forecasting of Go Live dates in to ensure your projects Go Live on time and in budget. • Liaising with local HSP experts, maintaining good relationships and open communication. • Be a Single Point of Contact (SPOC) for your customers. Lead recurring customer status update calls. • Ensure smooth handovers to BAU operations. • Partner with Sales, Marketing and Operations leadership to identify sales productivity gaps & prioritize work on key initiatives across the global sales team such as process improvements sales pitch training/toolkits, ongoing enablement/learning, sales playbook creation. • Creation of processes and GAP analysis for your customers. • when supporting Onboarding: Onboard portfolio of clients to HSP. These projects can be varied and include, although not limited to, Payroll, Accounting, Entity Management, HR, amongst others. • Additional duties as assigned.

• Contribute to the implementation of the overall clinical program management strategy in collaboration with the Sr. Director, Clinical Program Management and functional leaders • Support clinical program management activities across Adverum, working with key functional representatives to understand study status, identify risks, and escalate issues as appropriate • Plan, align, communicate, and coordinate detailed and high‑level cross‑functional Phase 3 study timelines • Collaborate with cross‑functional teams to ensure alignment with integrated Phase 3 timelines and overall program milestones • Facilitate resolution of timeline and resource discussions, balancing team capacity with study objectives and delivery expectations • Track Phase 3 start‑up and operational activities to ensure timelines remain on track; proactively identify risks and support escalation with recommended mitigation strategies • Drive coordination across teams to ensure timely planning, sequencing, communication, and completion of interdependent activities • Maintain critical path visibility to key study and program milestones, ensuring deliverables are clearly defined and achieved • Apply best practices for clinical trial conduct across all aspects of study execution, partnering with Clinical QA as needed • Assess and communicate the impact of changes to Phase 3 study design or program strategy • Support cross‑functional forums to monitor trial progress, risks, action items, and timeline dependencies • Collaborate regularly with cross‑functional PMO partners to ensure alignment with non‑clinical planning and deliverables