The Operations Manager will organize, lead, and drive all vendor governance meeting cadences (weekly, monthly, and quarterly business reviews), manage Corrective Action and Performance Improvement Plans (PIPs), and partner cross-functionally with Workforce Management (WFM), Quality Assurance (QA), IT/Telephony, and Regional Operations to ensure seamless patient experience and cost-efficient operational delivery. Vendor Accountability & Performance Management: Hold vendor operational leadership strictly accountable for contractual KPIs including Inbound Average Handling Time (IAHT), Call Quality/QA scores, Idle Time, occupancy, adherence, Abandonment Rates, Average Schedule Rate, and Monthly Attrition thresholds (monthly).