About the Role

OpenLoop is looking for a Manager of Patient Support, Call Center Operations & 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 vendors operating remote teams supporting large-scale, high-volume contact center operations involving both call and ticketing teams.  Specifically, this role will oversee our client-facing teams, allowing you to interact directly with our operations, customer success and implementation teams, and our most important customers. 
• Manage other vendors and teams as needed.
• Ensure SLA/KPI adherence and deliver targeted, data-driven performance feedback.
• Build, map, and refine operational workflows across multiple functions and systems.
• Support our AI efforts by coordinating documentation, testing, and user adoption across remote environments.
• Partner with internal teams (QA, Client Success, Tech) to align vendor activities with broader business goals. 
• Own reporting dashboards and business review content. 
• Lead cross-functional collaboration for the execution of Call Center/Vendor initiatives.
• Other duties as assigned.

Who You Are

• Bachelor’s degree required; MBA or advanced degree a plus.
• 4-7 years in operations or vendor management, preference for experience 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.
• Hands-on experience with call and ticketing platforms.  Prefer experience with Zoho Desk, Amazon Connect and AI tools.
• Highly organized, results-oriented, and capable of executing autonomously.
• Healthcare, tech-enabled services, or regulated industry background is a plus.