IT Platform Staff Product Manager

About the role

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. The role is for a Staff Product Manager who will own the layer that makes core business applications work as a product, not a reactive ticket queue. You will define the roadmap for Salesforce, Amazon Connect, and integration platforms while bringing rigorous discovery and measurable outcomes to systems historically managed without discipline. This is a builder's role on a team being built, where you will have unusual latitude to consolidate, retire, automate, or preserve what works. You are expected to use that latitude with sound judgment and to act as the primary connective tissue between clinical, commercial, and technology stakeholders.

Key facts

What you'll do

• Own a published, prioritized roadmap for the enterprise application portfolio and make the tradeoffs behind it explicit rather than implicit.
• Run genuine discovery: sit with contact center agents, CS, RCM, Finance, People, and Clinical Ops teams and watch the actual work before designing a fix.
• Write requirements people can build from: problem statement, success metrics, scope and explicit non-scope, acceptance criteria.
• Define and report outcome metrics (handle time, abandon rate, request cycle time, deflection rate, adoption, license utilization, cost per seat) instead of reporting activity.
• Say no clearly and often, with reasoning attached, so the roadmap stays credible.
• Lead the Salesforce implementation as accountable owner: scope, phasing, systems integrator and vendor management, data migration strategy, UAT, cutover plan, and post-launch hypercare.
• Drive the Amazon Connect roadmap, routing logic, IVR and self-service flows, integrations with service and clinical systems, agent workspace, and quality analytics.
• Redesign Jira and JSM intake so requests arrive complete, route correctly, and report accurately against SLAs.
• Own integration architecture across the portfolio in partnership with Engineering: APIs, middleware or iPaaS, data contracts, error handling, and monitoring - including what happens when an integration fails at 2 a.m.
• Manage releases like a product: environments, change control, regression testing, and a rollback path for every material change.
• Establish change management, configuration standards, and release governance across platforms and hold the line on them.
• Partner with Security and Compliance on access reviews, least-privilege design, SOC 2 and HIPAA requirements, audit evidence, and vendor risk assessments.
• Design to PHI boundaries. Know which systems may hold Protected Health Information and which may not, and architect accordingly; this is a constraint, not a preference.
• Own vendor and license management: renewals, true-ups, total cost of ownership, and consolidation opportunities.
• Find the places where AI genuinely reduces effort in the business application layer contact center summarization and agent assist, service request triage and deflection, knowledge retrieval and build the business case with numbers.
• Partner with the Enterprise Technology AI program on evaluation criteria, pilot design, guardrails, and measurement.
• Be rigorous about which pilots earn a path to production. Most will not, and saying so early is part of the job.
• Act as the connective tissue between IT, CS, Clinical Ops, RCM, Finance, People, Sales, and Engineering translating business need into system capability and back again.
• Bring stakeholders along: publish decisions with the reasoning behind them, surface risk early, and address disagreement directly.
• Raise the bar on documentation and requirements quality across the team; mentor analysts and platform admins.
• Grow into leading a small team of product managers and business systems analysts as the portfolio and the AI program scale.

Requirements

• 8+ years in IT or enterprise product management, business systems, or technical program management including 3+ years at a senior or staff level owning enterprise platforms end to end.
• Contact center depth. Hands-on ownership of a CCaaS platform. Amazon Connect strongly preferred; deep Genesys, Five9, NICE, or Talkdesk experience transfers.
• A CRM implementer's mindset with direct experience configuring and deploying major platforms such as Salesforce.
• Demonstrated experience running discovery with clinical, support, and finance stakeholders in regulated environments.
• Comfort with technical integration concepts and the ability to partner with engineering without needing to code.
• A rigorous, metrics-driven mindset and the ability to define and own outcome metrics for complex systems.
• Strong judgment around scope, tradeoffs, and when to say no to keep a roadmap credible.
• Experience with HIPAA, SOC 2, and vendor risk management in a technology or healthcare context.

Nice to have

• Experience with AI pilots in contact center or enterprise settings and the ability to separate hype from value.
• Background in healthcare, benefits, or patient engagement workflows.
• Experience with DevOps and release management for SaaS platforms.

Practical notes

This role is full-time and remote within the United States. No specific working hours or travel requirements are stated in the source. No visa sponsorship information, deadlines, or official application page references are provided in the source.