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Lead Vendor, Verification, and School support operations by owning KPIs and SLAs, developing operational strategies, coaching frontline Support Specialists, managing risk, and improving workflows. Partner with Strategy, Growth, and Support leaders to translate business goals into execution, use performance data to identify improvements, and ensure consistent service quality and customer experience across programs.

Leads customer support performance across phone, chat, and email channels. Owns SLAs, AHT, CSAT, NPS, quality, retention, and State Program KPIs. Manages and develops Support Specialists through coaching and performance management, handles escalations and risk mitigation, conducts quality calibration, and partners cross-functionally on process improvement, documentation, operational strategy, and scalable support practices.

Owns implementation workstreams for new and existing customers, managing deployment projects, stakeholder relationships, timelines, risks, and blockers. The role partners with Implementation Managers and cross-functional teams to deliver successful customer launches, develop scalable deployment playbooks, and translate complex plans into clear communication. Candidates should be comfortable with ambiguity, technical systems, data analysis, and early-stage startup environments.

Lead technical deployments of Odyssey's SaaS platform for state education programs from kickoff through go-live and renewal. Develop and execute deployment plans, coordinate cross-functional teams (Engineering, Product, Support), configure integrations (APIs/webhooks), drive adoption and scalability, and maintain stakeholder communication to ensure successful contract outcomes.

As Implementation Manager, you will oversee customer deployments of the Odyssey platform, ensure successful implementations, and facilitate communication across teams to enhance customer experience and satisfaction.