About the Role

OpenLoop is looking for a Call Center Operations Manager to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for improving the quality, efficiency, and scalability of our support operations. You’ll oversee the daily performance of our call center and use real-time insights, systems expertise, and strong cross-functional collaboration to ensure we’re delivering exceptional service to every patient.

What You'll Do

• Oversee day-to-day operations of the Patient Support call center, ensuring consistent service delivery and adherence to performance targets and SLAs.
• Act as the internal subject matter expert for Amazon Connect, including managing call routing logic, IVR configuration, queue setup, and real-time reporting.
• Monitor and analyze key performance indicators (KPIs) such as average handle time, abandonment rate, queue times, and agent occupancy to identify areas for improvement.
• Analyze provider utilization patterns and support request trends to identify training gaps and system inefficiencies.
• Develop strategic initiatives to improve provider adoption of digital tools and platform features.
• Create provider feedback loops and implement systematic collection of provider experience data.
• Design escalation protocols and provider support workflows that balance clinical urgency with operational efficiency.
• Partner with clinical leadership to align support operations with care delivery goals.
• Lead vendor relationship management with telehealth providers, negotiating SLAs and platform enhancements.
• Design and implement platform configuration changes to improve patient experience and reduce support burden.
• Create executive dashboards and reporting on telehealth platform ROI and performance trends.
• Drive continuous improvement initiatives across the call center to improve patient experience, reduce wait times, and scale support operations.
• Other duties as assigned.

Who You Are

• Bachelor’s degree in Business, Communications, or related field preferred.
• 2+ years of experience in call center operations management, preferably in a healthcare or patient-facing environment.
• Hands-on experience with Amazon Connect or similar cloud-based contact center platforms is highly preferred.
• Proven ability to build, analyze, and present dashboards and performance reports using tools such as Excel, Tableau, or similar.
• Strong problem-solving and analytical skills, with the ability to make data-driven decisions in a fast-paced environment.
• Excellent communication and collaboration skills; able to work effectively across technical, operational, and leadership teams.
• Experience managing performance against SLAs and optimizing support operations for scalability and efficiency.