Director, IT Operations

🕒 September 10

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OpenLoop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💼 Consulting

⚖️ Legal

📦 Logistics

💰 $15M Series A - OpenLoop Health on 2023-03

Consulting • Legal • Logistics

OpenLoop is a white-label telehealth platform and managed services provider that helps organizations launch and scale virtual care programs. It combines SaaS-based, brandable technology (scheduling, booking, payments, EHR/API integrations) with clinical staffing, credentialing, payer coverage and RCM, regulatory/legal support, and 24/7 patient support. OpenLoop serves health plans, hospitals and health systems, retailers, employers and digital health companies with AI-powered operations, a nationwide clinician network and broad insurance coverage including Medicare and Medicaid.

📋 Description

• Lead a team of 10+ global resources covering help desk services, facility management, SOC policy enforcement, and asset management • Design and oversee infrastructure architecture targeting 99.5%+ uptime in a healthcare SaaS environment • Deliver helpdesk services meeting a 95% SLA for response and resolution • Co-own incident management, escalation protocols, and post-incident reviews • Manage infrastructure spending and optimize AWS, GCP, or multi-cloud resources • Lead technical standardization across development, security, and product teams • Identify and implement AI/ML tools for predictive alerting, anomaly detection, and root-cause analysis • Experiment with AI-driven automation for routine operational tasks • Support OpenLoop's AI Program and share operational learnings • Build predictive observability and evaluate emerging AI/ML infrastructure and incident-response tooling • Partner with the VP of Enterprise Technology to operationalize the AI Program • Define operational requirements for AI model deployment, monitoring, and governance • Establish observability and alerting standards for AI systems at scale • Build operational runbooks and playbooks for safe, rapid experimentation • Support SOC 2, HIPAA, and state healthcare compliance • Manage access control, secrets management, and least-privilege architectures • Own disaster recovery and business continuity planning • Lead quarterly compliance audits and remediation workflows • Establish SLAs/SLOs and own performance against them • Build blameless postmortems and continuous improvement practices • Design monitoring, alerting, and observability infrastructure • Lead capacity planning and the infrastructure roadmap • Communicate infrastructure health, risks, and roadmap to leadership and cross-functional teams • Support product and engineering teams with infrastructure provisioning and troubleshooting • Manage vendor and cloud-provider relationships • Mentor and develop operational staff

🎯 Requirements

• 8+ years in IT operations, infrastructure engineering, or site reliability roles • 5+ years in a leadership role managing technical teams with 5+ direct reports • Proven experience operating mission-critical SaaS or healthcare platforms • Deep expertise with AWS, GCP, or Azure and infrastructure-as-code • Strong understanding of HIPAA compliance, security baselines, and healthcare regulations • Experience designing systems for 99.5%+ uptime and handling production incidents • Track record of building automation-first operational cultures, blameless postmortems, and on-call excellence • Ability to build processes from scratch in a fast-growing organization • Experience with Docker, Kubernetes, and modern DevOps stacks preferred • Background in healthcare, including EMR/EHR systems or telehealth platforms, preferred • Experience supporting machine learning or AI infrastructure at scale preferred • Familiarity with database operations, replication, and backup/recovery strategies preferred • Knowledge of healthcare data architecture and privacy requirements preferred • Startup experience or consulting background preferred • Experience evaluating or implementing AI/ML tooling for operations preferred • Track record of using AI to improve operational efficiency or decision-making preferred • Must answer whether visa sponsorship is required now or in the future

🏖️ Benefits

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance • Pet insurance • Flat organizational structure • Autonomy and empowerment to bring ideas forward