Top Operations & Support Jobs in Baltimore, MD

Leads critical client escalations from initiation through closure, coordinating engineering, delivery, operations, and client success teams. Drives containment, root cause analysis, corrective actions, quality management, and continual improvement. Serves as the primary client advocate during high-visibility incidents, communicates with executives and clients, tracks resolution and satisfaction metrics, and presents performance insights to governance leaders. The role strengthens service delivery processes, prevents recurring issues, and promotes accountability and sustainable operational excellence.

Leads Wrike’s global GTM Operations function across Sales, Customer Success, and Marketing. Responsibilities include revenue planning, quota allocation, territory design, capacity modeling, retention and growth program management, executive operating cadences, commercial governance, and deal-process optimization. The role manages a global team of up to 15 operations partners and analysts while advising executive leadership on SaaS metrics, forecasting, compensation, and cross-functional revenue execution.

Administer and support multiple go-to-market and sales technology platforms. Manage user accounts, permissions, roles, access requests, reports, dashboards, workflows, and basic configurations. Provide Tier 1 troubleshooting and documentation, monitor platform health, support implementations and integrations, and identify process improvements. Partner with Sales, Marketing, Customer Success, Revenue Operations, and Enablement teams while exploring AI and automation opportunities.

Own the company’s business and people operations infrastructure, including utilization, capacity and workforce planning, margin reporting, delivery processes, people operations, tool governance, and AI automation. Manage two operations and recruiting team members, establish operating cadences, improve reporting accuracy, optimize SOPs and workflows, and deploy production AI systems. Partner with executive leadership to support hiring, compensation, profitability, organizational planning, and scalable service delivery.

Manage operational data, work requests, ticket tracking, data validation, and reporting. The role requires advanced Excel analysis, familiarity with Jira, ServiceNow, or Azure DevOps, strong organization and problem-solving skills, and the ability to manage priorities independently. Basic SQL knowledge, SOP and process documentation, and operational reporting experience are preferred. This is a remote position.

Own the systems, data, forecasting, and processes powering the SaaS go-to-market engine. Responsibilities include optimizing HubSpot and the broader revenue technology stack, improving attribution and data quality, managing PLG-to-sales-assist funnels, developing forecasts and scenario models, automating lead-to-cash and renewal workflows, building dashboards, supporting pricing and packaging tests, and aligning Marketing, Sales, Customer Success, Product, Payments, and Finance around revenue growth.

Resolves Texas title curative issues and manages post-closing processes, including title research, lien and judgment clearance, document preparation, recording coordination, policy issuance, file tracking, and compliance with underwriter and Texas title insurance requirements. Coordinates with escrow officers, lenders, attorneys, underwriters, and external parties while maintaining accurate, audit-ready files.

Own SMS carrier and provider operations, including 10DLC brand and campaign registrations, RCS agent applications, provisioning requests, and toll-free verification. Manage provider communications and tickets through resolution, track approval workflows, and coordinate with Customer Success, Support, Product, and Sales. Maintain operational runbooks and reporting on registration volumes, approval times, and rejection reasons while ensuring SMS deliverability and carrier compliance.

Provide L2/L3 incident-driven support for Unily's SaaS platform: triage, diagnose using logs/traces/metrics, reproduce issues, maintain ServiceNow records, coordinate with Product and Engineering, implement mitigations, contribute to RCAs and runbooks, and participate in shift/on-call rotations to ensure continuous coverage.

The Chief Operating Officer will report to the CEO and oversee company locations, store leaders, operational infrastructure, organizational structure, and growth initiatives. Responsibilities include developing business strategies, improving sales, profitability, cash flow, processes, and staffing, managing vendor relationships, and building a strong company culture. The role requires senior operational leadership, P&L accountability, startup experience, staff development, service expertise, and knowledge of state and local laws.