About the Role

OpenLoop is looking for a Patient Support Manager, Call Center/Vendor Performance to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for ensuring vendor excellence, rolling out innovations like Amazon Connect and AI tools, and driving scalable improvements across remote teams. 

We are seeking a self-starting, quick-thinking Patient Support Manager to take ownership of BPO vendor performance, remote team oversight, and process and technology enablement in a high-volume, multi-channel contact center environment. The ideal candidate brings a sharp operational mindset, thrives in fast-paced settings, and can lead with both structure and agility.

What You'll Do

• Oversee BPO vendors operating remote teams supporting large-scale, high-volume contact center operations. 
• Ensure SLA/KPI adherence and deliver targeted, data-driven performance feedback.
• Build, map, and refine operational workflows across multiple functions and systems.
• Apply Lean Six Sigma and other process improvement principles to improve efficiency, strengthen documentation, and enforce governance standards.
• Lead or support the implementation of contact center technologies such as Amazon Connect, AI-enhanced workflows, and automation. 
• Coordinate documentation, testing, and user adoption across remote environments.
• Partner with internal teams (QA, Client Success, Tech) to align vendor activities with broader business goals. 
• Drive proactive communication, mutual accountability, and seamless handoffs.
• Own reporting dashboards and business review content. 
• Lead cross-functional collaboration for the execution of Call Center/Vendor initiatives
• Translate performance data into actionable insights and continuous improvement strategies.
• Other duties as assigned.

Who You Are

• Bachelor’s degree required; MBA or advanced degree a plus.
• 4+ years in operations or vendor management within remote, high-volume call center environments.
• Demonstrated ability to lead remotely, influence vendor leadership, and drive operational accountability from afar.
• Experienced in process mapping, SOP design, and operational audits.
• Certified or trained in Lean Six Sigma, TQM, Agile or relevant process improvement methodologies.
• Hands-on experience with Amazon Connect, AI tools, and other contact center technologies.
• Highly organized, results-oriented, and capable of executing autonomously.
• Healthcare, tech-enabled services, or regulated industry background is a plus.