Top Operations & Support Jobs in Charlotte, NC

Supports R&D and Engineering operations through KPI reporting, data quality audits, process improvement, project coordination, and operational analytics. Identifies and implements practical AI and automation use cases, including AI agents and workflows, while improving reliability through testing, context management, human review, and governance. Partners with technical and business stakeholders to deliver measurable efficiency gains, document processes, support system integrations, and provide training and reporting to leadership.

Leads the strategy, growth, operations, and profitability of Trace3’s Managed Services business, including Data Center Services and the NOC. Responsibilities include scaling the practice, launching service offerings, driving revenue and margins, managing executive customer relationships, owning financial planning and reporting, and leading distributed teams. The role also partners with Sales, improves service delivery processes, establishes performance metrics, and aligns managed services strategy with company objectives.

Manages business and systems analysts supporting enterprise projects, strategic initiatives, sales and service technology, and operational process improvements. Allocates staff, oversees performance and development, resolves complex workflow and production issues, coordinates vendors and departments, standardizes platforms, and ensures automated solutions meet business needs. Builds strong internal relationships, educates business partners, maintains communication, and acts as a subject matter expert for sales and service processes.

Owns IT infrastructure, endpoint management, identity and access, security, compliance, vendor relationships, and employee support across corporate and clinical teams. The role designs scalable systems, resolves hardware and software issues, manages provisioning and deprovisioning, develops IT policies and documentation, supports HIPAA and SOC 2 compliance, and maintains disaster recovery and cybersecurity response practices. Periodic travel to regional offices is required.

Provide first-line customer and technical support for MDCalc products. Manage support tickets from intake through resolution, troubleshoot light technical issues, escalate complex problems to engineering, and follow up with users. Identify recurring issues, maintain documentation and knowledge-base content, improve support processes, monitor support metrics, and communicate product risks and updates to internal teams.

Leads revenue operations across Sales, Marketing, and Customer Success, including forecasting, planning, reporting, quota and compensation design, GTM systems, process optimization, and KPI management. Builds and leads the Revenue Operations team, evaluates AI and automation opportunities, manages the GTM technology stack, supports retention and churn forecasting, and drives cross-functional operating plans and business effectiveness.

Direct customer support strategy, operations, and team leadership while transforming support through AI-powered tools and automation. Own patient NPS and core support KPIs, evaluate and deploy support technologies, improve efficiency and resolution outcomes, and report ROI to executives. Partner with Product, Engineering, Data, Clinical, Network Operations, and Customer Success teams while ensuring HIPAA and data-privacy compliance. Recruit, train, and develop support professionals and lead change management for new tools and workflows.

Manages workforce forecasting, scheduling, staffing strategy, real-time adherence, service levels, and payroll operations for a global 24/7 multichannel contact center. Configures Genesys Cloud WFM/WEM, queue design, routing, and Architect flows; analyzes workforce metrics; partners with IT, HR, payroll, and operations; and leads administrative staff. The role supports a remote clinical workforce across regions and channels while improving capacity planning and operational performance.

Manage complex customer support escalations, account provisioning, technical troubleshooting, database queries, API diagnostics, tracking pixel QA, and outage communications. The role serves as a senior technical client contact, investigates UI and data issues, escalates defects to Engineering, mentors support analysts, maintains documentation, improves workflows, and partners cross-functionally to enhance customer experience and platform resolution processes.

Own the data, analytics, systems, and AI-enabled workflows supporting the lead-to-opportunity funnel. Build reporting infrastructure, improve lead scoring and routing, administer Salesforce and sales engagement tools, operationalize targeting and SDR processes, and establish governance across data, automation, lifecycle definitions, and handoffs. Partner cross-functionally with Marketing, Sales Development, Sales, and GTM Systems to improve conversion, speed, quality, attribution, and SDR productivity.