IT Staff Product Manager

About the Role

OpenLoop runs on its business applications. When Amazon Connect routes a patient call to the right queue, when a Jira request arrives with the context needed to act on it, when a CRM record tells the whole story of an account, care gets delivered and clients stay. When those systems drift, every team downstream absorbs the cost.

We are hiring an IT Staff Product Manager to own that layer as a product, not as a ticket queue. You will set the roadmap for OpenLoop's core business applications, lead the Salesforce implementation, and bring real product discipline, discovery, prioritization, measurable outcomes to systems that have historically been managed reactively.

This is a builder's role on a team being built. You will have unusual latitude to decide what gets consolidated, what gets retired, what gets automated, and what is working well enough to leave alone. We are looking for someone who wants that latitude and will use it with judgment.

What You’ll Do

Product management and roadmap

• 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

Platform delivery

• 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

Governance, risk, and compliance

• 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

AI and automation

• 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

Leadership and influence

• 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

Who You Are

Required

• 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 implementation you actually led. At least one full CRM or service-platform implementation or migration where you were the accountable owner not a contributor to someone else's plan
• Advanced Atlassian practitioner. Jira and JSM project design, workflow and automation configuration, request intake and SLA modeling, and Confluence at organizational scale
• Portfolio breadth. Demonstrated ownership across multiple core business applications ERP, HRIS, ITSM, IAM/SSO, CRM and the integrations between them
• Real product craft. Discovery, written requirements, a prioritization framework you can defend, metric definition, and stakeholder management under genuinely competing pressure
• Technical fluency. You read API documentation, write your own SQL or reporting queries, understand SAML/SSO/SCIM provisioning, and can hold a design conversation with engineers without being one
• Regulated-environment experience. SOC 2, HIPAA, HITRUST, or a comparable framework as a working constraint rather than a concept
• Writing that carries weight. Your specs are unambiguous and your executive summaries are short. Both matter here

Preferred

• Healthcare, telehealth, or digital health experience, EHR/EMR platforms (Healthie or similar), RCM workflows, clinician licensing and credentialing operations, or multi-state clinical operations
• AWS breadth beyond Connect, Lambda, Lex, Kinesis, Contact Lens, Amazon Q
• Salesforce certifications; Service Cloud or Health Cloud experience
• Track record rationalizing a sprawling application portfolio after rapid growth or acquisition
• iPaaS or integration platform experience (Workato, Boomi, MuleSoft, Make, Zapier)
• Experience mentoring or managing analysts and platform administrators

Our Benefits

In addition, for salaried positions you would also be eligible for

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more