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Support Operations Program Manager Jobs in Maryland

EchoStar

Senior Operations Program Manager

Germantown, MD · On-site

$97K - $130K/yr

Job Duties and Responsibilities The Operations Program Manager will be responsible for facilitating new product introductions and managing each stage of the product development life cycle. What ...

New

EchoStar

Senior Operations Program Manager

Germantown, MD · On-site

$97K - $130K/yr

Job Duties and Responsibilities The Operations Program Manager will be responsible for facilitating new product introductions and managing each stage of the product development life cycle. What ...

New

EchoStar

Senior Operations Program Manager

Germantown, MD · On-site

$97K - $130K/yr

Job Duties and Responsibilities The Operations Program Manager will be responsible for facilitating new product introductions and managing each stage of the product development life cycle. What ...

New

EchoStar

Senior Operations Program Manager

Germantown, MD · On-site

$97K - $130K/yr

Job Duties and Responsibilities The Operations Program Manager will be responsible for facilitating new product introductions and managing each stage of the product development life cycle. What ...

New

KBR

Operations Program Analyst

Lexington Park, MD · On-site

The selected candidate will provide direct business, acquisition, program management, technical service support, and day-to-day operations support. The F/A-18 and EA-18G Program Office (PMA-265 ...

Intuit

Manager, Partner Program Operations

Annapolis, MD · Remote

$210K - $284K/yr

... support experiences for all partner tracks--including Accountants, Value-Added Resellers (VARs ... As Manager, Partner Program Operations, you will build and lead the team that runs GPP day to day ...

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Support Operations Program Manager information

What is a support operations program manager?

Support Operations Program Managers are professionals who oversee and optimize the processes, tools, and strategies used by customer support teams. They work to improve operational efficiency, enhance customer experiences, and ensure that support goals align with broader business objectives. Their responsibilities often include project management, process improvement, data analysis, and cross-functional collaboration. By developing and implementing best practices, they help support teams deliver consistent and high-quality service.

How does a support operations program manager typically collaborate with cross-functional teams to drive process improvements?

Support Operations Program Managers frequently work with cross-functional teams such as customer support, product management, engineering, and data analytics to identify pain points and streamline support processes. They facilitate meetings, gather input from stakeholders, and use data-driven insights to recommend and implement process changes. Regular collaboration ensures that improvements align with both customer needs and business objectives, and clear communication is essential for successful execution and buy-in across departments.

What are the key skills and qualifications needed to thrive as a support operations program manager, and why are they important?

To thrive as a Support Operations Program Manager, you need expertise in program management, data analysis, and process improvement, typically supported by a bachelor’s degree in business or a related field. Familiarity with project management tools (like Jira or Asana), customer support platforms (such as Zendesk or Salesforce Service Cloud), and methodologies like ITIL or Six Sigma is highly valuable. Strong leadership, problem-solving abilities, and excellent communication skills help you drive cross-functional initiatives and foster collaboration. These skills are crucial for optimizing support processes, ensuring service quality, and enabling scalable business growth.

What is the difference between Support Operations Program Manager vs Customer Support Specialist?

AspectSupport Operations Program ManagerCustomer Support Specialist
CredentialsTypically requires a bachelor’s degree, project management certifications (e.g., PMP), and experience in support operationsUsually requires a high school diploma or associate degree, with customer service training
Work EnvironmentOversees support teams, manages processes, and improves support workflows in corporate settingsInteracts directly with customers via calls, chats, or emails to resolve issues
Employer & Industry UsageCommon in tech, SaaS, and enterprise support companiesFound across retail, telecom, and service industries

The Support Operations Program Manager focuses on managing support processes and teams, ensuring efficiency and strategic improvements. In contrast, the Customer Support Specialist handles direct customer interactions to resolve issues. Both roles are essential but differ in scope and responsibilities.

What cities in Maryland are hiring for Support Operations Program Manager jobs?

Cities in Maryland with the most Support Operations Program Manager job openings:

Infographic showing various Support Operations Program Manager job openings in Maryland as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution.

Enterprise Operations Program Manager

Linthicum, MD • On-site

Spry Methods
51 - 200 employees
Learn more about Spry Methodsexternal

$175K - $195K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 12 days ago

Job description

Company Overview
Spry Methods is a proven provider of mission-focused technology, cybersecurity, and program management solutions supporting critical Federal and DoD missions. We specialize in delivering integrated, high-impact solutions across cyber operations, enterprise resource management, and mission support services. Our culture emphasizes collaboration, accountability, and innovation - empowering our teams to deliver meaningful outcomes in complex, high-security environments. 

Who We’re Looking For (Position Overview):

The Program Manager (PM) serves as the single point of accountability for the overall performance, integration, and delivery of a large, multi-functional program supporting enterprise-level operations. The PM leads a cross-functional team responsible for executing analytical, technical, administrative, and security-related services, ensuring all activities are aligned to contract requirements and organizational priorities.

The PM provides strategic leadership, establishes disciplined program management practices, and ensures consistent delivery of high-quality outputs across all functional areas. This role is responsible for maintaining visibility into program performance, proactively identifying risks and dependencies, and ensuring effective coordination across stakeholders to support mission execution.

What Your Day-To-Day Looks Like (Position Responsibilities):
  • Lead execution of a large, multi-functional program, ensuring all workstreams are aligned with contract requirements, priorities, and timelines.
  • Manage contractor personnel and subcontractors, establishing clear expectations, accountability, and coordination across the team.
  • Develop, implement, and maintain the Program Management Plan (PMP), including processes, milestones, reporting structure, and standard operating procedures.
  • Oversee integrated program delivery across functions such as operations, financial management, logistics, planning, communications, and security support.
  • Maintain visibility into program activities, dependencies, and cross-functional impacts to ensure coordinated execution.
  • Establish and track program performance metrics to monitor progress, quality, and compliance with requirements.
  • Identify risks, issues, and dependencies early, develop mitigation strategies, and drive resolution through closure.
  • Serve as the primary point of contact for stakeholders, facilitating communication, alignment, and timely issue resolution.
  • Lead regular program reviews, status meetings, and briefings to ensure transparency on progress, priorities, and risks.
  • Oversee preparation and submission of all required deliverables, ensuring accuracy, completeness, and timeliness.
  • Monitor staffing, workload distribution, and financial performance to support efficient resource utilization.
  • Support planning and forecasting activities, identifying resource gaps or constraints that may impact execution.
  • Implement quality control practices to ensure deliverables meet required standards and expectations.
  • Identify and implement process improvements to enhance efficiency, consistency, and overall program performance.
  • Ensure all activities are performed in compliance with applicable regulations, policies, and contractual requirements.
What You Need to Succeed (Minimum Requirements):
  • Active TS/SCI clearance eligibility.
  • Project Management Professional (PMP) certification.
  • Demonstrated experience managing large, complex programs of similar size, scope, and functional breadth within the past ten (10) years.
  • Proven ability to manage multidisciplinary teams across multiple functional areas, including operations, financial management, logistics, planning, and administrative support.
  • Experience developing and executing program management frameworks, including program plans, risk management processes, and performance tracking methods.
  • Demonstrated experience monitoring cost, schedule, and performance, and applying metrics to drive program execution and compliance.
  • Experience managing staffing plans, workload distribution, and resource allocation across diverse labor categories.
  • Strong ability to identify risks, issues, and dependencies and implement mitigation strategies to maintain program performance.
  • Experience supporting federal or government programs with structured reporting, deliverable management, and stakeholder coordination.
  • Excellent written and verbal communication skills, including the ability to convey complex information to senior stakeholders.
  • Ability to operate in a secure, regulated environment and ensure compliance with contractual, regulatory, and security requirements.
Ideally, You Also Have (Preferred Qualifications):
  • Familiarity with PPBE and resource planning processes.
  • Experience with integrated scheduling and acquisition support.
  • Demonstrated process improvement and operational efficiency experience.
Final compensation will be based on experience, qualifications, certifications, clearance level, and contract requirements.. This position is contingent upon contract award.

Perks of Working for Us (Benefits):

Medical Coverage – Cigna - 4 Options

- Traditional - PPO Open Access Plus Network

- (2) HDHP - PPO Open Access Plus Network

- HDHP - EPO Open Access Plus Network

Dental Coverage – Cigna - PPO Base & Buy-Up Plans

Vision Coverage – Principal - VSP Choice Network

Paid Holidays: Full-time employees receive 11 paid federal holidays

Paid Time Off (PTO) – PTO accrual starts at 15 days per year

Training Benefit – Annual training allowance available toward any job-related training or education

401(k) – Multiple Fund Choices through Fidelity with a company match

For our full list of benefits, please visit http://www.sprymethods.com/careers/benefits/

 
EEO Statement
At Spry, we believe talented and dedicated employees are our most valued assets and the foundation of our success. We are committed to crafting a diverse and inclusive workplace that endorses engagement, creativity, quality and innovation.
 
We are proud to be an Affirmative Action and Equal Opportunity Employer and as such, we evaluate qualified candidates in full consideration without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, disability status, protected veteran status, and any other protected status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.