Program Support Manager

Job not on LinkedIn

🕒 6 days ago

🌾 Iowa, Louisiana, +4 more states – Remote

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

💵 $60k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Odyssey Energy Solutions

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

💼 Consulting

📦 Logistics

⚡ Energy

💰 $15M Series A on 2023-05

Consulting • Logistics • Energy

Odyssey Energy Solutions is a platform that accelerates the clean energy transition in emerging markets by connecting renewable energy companies, financiers, and suppliers. It offers tools and services for financing, equipment procurement, and remote monitoring for distributed renewable energy projects. With an emphasis on efficiency and streamlined transactions, Odyssey aims to help organizations deploy renewable energy solutions more quickly and effectively, while managing their assets reliably.

📋 Description

• 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

🎯 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 • 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

🏖️ Benefits

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