Program Support Manager

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🕒 6 dias atrás

🌾 Iowa, Louisiana, +4 estados a mais – Remoto

🌾 Iowa – Remote ⚜️ Louisiana – Remote 🗽 New York – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🦬 Wyoming – Remote

💵 $60.000 - $80.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 3%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Odyssey Energy Solutions

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2017

💼 Consultoria

📦 Logística

⚡ Energia

💰 $15.000.000 Series A em 2023-05

Consulting • Logistics • Energy

A Odyssey Energy Solutions é uma plataforma que acelera a transição para a energia limpa em mercados emergentes, conectando empresas de energia renovável, financiadores e fornecedores. Ela oferece ferramentas e serviços para financiamento, aquisição de equipamentos e monitoramento remoto de projetos de energia renovável distribuída. Com ênfase em eficiência e transações simplificadas, a Odyssey busca ajudar as organizações a implantarem soluções de energia renovável de forma mais rápida e eficaz, enquanto gerenciam seus ativos de maneira confiável.

Descrição

• Own and elevate Customer Support performance across phone, chat, and email channels • Drive operational excellence and ensure a high-quality, empathetic experience for families served through State Programs • Own SLAs, AHT, CSAT, quality, retention, and other key performance metrics • Conduct recurring channel assessments using reports and quality measures • Own State Program KPIs and SLAs in accordance with company expectations and program guidelines • Develop and execute State Program operational strategies with the Implementation Team • Use performance data and reporting to generate insights, recommendations, and improvements • Lead and develop Support Specialists through coaching, motivation, and support • Enable Support Specialists to deliver exceptional service across all channels • Liaise between frontline Support Specialists and Support Leadership • Identify and mitigate risks to Odyssey’s Support operation and State Programs • Run weekly interaction calibration sessions for agent performance and quality alignment • Serve as primary point of contact for State Program escalations • Share performance feedback with Support leadership • Partner with the Head of Support to enhance processes • Conduct process reviews, establish best practices, and document process improvements • Champion continuous improvement across Support and State Programs

🎯 Requisitos

• 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 • Proactive problem-solving ability in complex or high-pressure situations • Comfortable operating in fast-paced, ambiguous, and evolving environments • Experience partnering cross-functionally to execute operational strategies • Strong operational mindset with a passion for process improvement, documentation, and scalability • High agency and ownership of initiatives from concept to execution • Excellent written and verbal communication skills • Experience managing escalations, quality standards, and risk in customer-facing environments • Motivated by mission-driven work • Must be currently authorized to work in the United States on a full-time basis

🏖️ Benefícios

• Medical/Dental/Vision plan(s) • Health services • Short term disability • Unlimited PTO • More benefits offered by Odyssey