IT Platform Staff Product Manager

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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

• Own a published, prioritized roadmap for OpenLoop’s enterprise application portfolio • Conduct discovery with contact center, customer success, revenue cycle management, Finance, People, and Clinical Operations teams • Write requirements with problem statements, success metrics, scope, non-scope, and acceptance criteria • Define and report outcome metrics including handle time, abandon rate, request cycle time, deflection rate, adoption, license utilization, and cost per seat • Lead the Salesforce implementation, including scope, phasing, systems integrator and vendor management, data migration, UAT, cutover, and post-launch hypercare • Drive the Amazon Connect roadmap, routing logic, IVR and self-service flows, integrations, agent workspace, and quality analytics • Redesign Jira and JSM intake, routing, and SLA reporting • Own integration architecture with Engineering, including APIs, middleware or iPaaS, data contracts, error handling, and monitoring • Manage releases through environments, change control, regression testing, and rollback planning • Establish change management, configuration standards, and release governance • Partner with Security and Compliance on access reviews, least-privilege design, SOC 2 and HIPAA requirements, audit evidence, and vendor risk assessments • Design systems around Protected Health Information boundaries • Own vendor and license management, renewals, true-ups, total cost of ownership, and consolidation opportunities • Identify and evaluate AI and automation opportunities in contact center and service-request workflows • Partner with the Enterprise Technology AI program on evaluation criteria, pilots, guardrails, and measurement • Connect IT, Customer Success, Clinical Operations, RCM, Finance, People, Sales, and Engineering needs to system capabilities • Publish decisions, surface risk, address disagreement, and improve documentation and requirements quality • Mentor analysts and platform administrators • Grow into leading a small team of product managers and business systems analysts

🎯 Requirements

• 8+ years in IT or enterprise product management, business systems, or technical program management • 3+ years at a senior or staff level owning enterprise platforms end to end • Hands-on ownership of a contact center as a service platform; Amazon Connect strongly preferred, with Genesys, Five9, NICE, or Talkdesk experience transferable • At least one full CRM or service-platform implementation or migration led as the accountable owner • Advanced Atlassian expertise: Jira and JSM project design, workflow and automation configuration, request intake and SLA modeling, and Confluence at organizational scale • Demonstrated ownership across ERP, HRIS, ITSM, IAM/SSO, CRM, and their integrations • Product management skills in discovery, written requirements, prioritization frameworks, metric definition, and stakeholder management • Technical fluency in API documentation, SQL or reporting queries, SAML/SSO/SCIM provisioning, and engineering design discussions • Experience working within SOC 2, HIPAA, HITRUST, or comparable regulated-environment frameworks • Strong specification and executive-summary writing • Preferred: healthcare, telehealth, digital health, EHR/EMR, RCM, clinician licensing and credentialing, or multi-state clinical operations experience • Preferred: AWS services beyond Connect, including Lambda, Lex, Kinesis, Contact Lens, or Amazon Q • Preferred: Salesforce certifications or Service Cloud/Health Cloud experience • Preferred: application-portfolio rationalization after rapid growth or acquisition • Preferred: iPaaS or integration-platform experience with Workato, Boomi, MuleSoft, Make, or Zapier • Preferred: mentoring or management of analysts and platform administrators

🏖️ Benefits

• Flat organizational structure • Autonomy, Competence and Belonging-focused culture • Encouragement to bring ideas to the table and make things happen • Opportunity to grow into leading a small team