IT Platform Staff Product Manager

OpenLoop Health

About The Position

OpenLoop is seeking a Staff Product Manager to own the core business applications layer, treating it as a product rather than a ticket queue. This role involves setting the roadmap for enterprise applications, leading the Salesforce implementation, and bringing product discipline to systems historically managed reactively. The ideal candidate will have significant latitude to decide on system consolidation, retirement, automation, and maintenance. This is a builder role within a growing team, requiring strong judgment and the ability to make impactful decisions.

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.
Contact center experience, with hands-on ownership of a CCaaS platform (Amazon Connect strongly preferred; deep Genesys, Five9, NICE, or Talkdesk experience is transferable).
Led at least one full CRM or service-platform implementation or migration as the accountable owner.
Advanced Atlassian practitioner: Jira and JSM project design, workflow and automation configuration, request intake and SLA modeling, and Confluence at organizational scale.
Demonstrated ownership across multiple core business applications (ERP, HRIS, ITSM, IAM/SSO, CRM) and their integrations.
Proficiency in product craft: discovery, written requirements, a defensible prioritization framework, metric definition, and stakeholder management under pressure.
Technical fluency: ability to read API documentation, write SQL/reporting queries, understand SAML/SSO/SCIM provisioning, and engage in technical design conversations.
Experience in regulated environments (SOC 2, HIPAA, HITRUST, or comparable frameworks).
Strong writing skills for unambiguous specifications and concise executive summaries.

Nice To Haves

Healthcare, telehealth, or digital health experience.
EHR/EMR platforms (Healthie or similar) experience.
RCM workflows experience.
Clinician licensing and credentialing operations experience.
Multi-state clinical operations experience.
AWS breadth beyond Connect, including Lambda, Lex, Kinesis, Contact Lens, Amazon Q.
Salesforce certifications.
Service Cloud or Health Cloud experience.
Track record of 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.

Responsibilities

Own a published, prioritized roadmap for the enterprise application portfolio and make the tradeoffs behind it explicit.
Conduct genuine discovery by observing actual work processes with various teams (contact center agents, CS, RCM, Finance, People, Clinical Ops).
Write clear requirements including problem statement, success metrics, scope, non-scope, and acceptance criteria.
Define and report outcome metrics (e.g., handle time, abandon rate, request cycle time, adoption) instead of activity metrics.
Clearly communicate 'no' decisions with reasoning to maintain roadmap credibility.
Lead the Salesforce implementation as the accountable owner, managing scope, phasing, systems integrators, vendors, data migration, UAT, cutover, and post-launch support.
Drive the Amazon Connect roadmap, including routing logic, IVR, self-service flows, integrations, agent workspace, and quality analytics.
Redesign Jira and JSM intake processes for completeness, correct routing, and accurate SLA reporting.
Own integration architecture across the portfolio in partnership with Engineering, covering APIs, middleware, data contracts, error handling, and monitoring.
Manage releases with a product mindset, including environments, change control, regression testing, and rollback plans.
Establish and enforce 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 with Protected Health Information (PHI) boundaries in mind.
Own vendor and license management, including renewals, true-ups, total cost of ownership, and consolidation opportunities.
Identify opportunities for AI to reduce effort in the business application layer (e.g., contact center summarization, agent assist, service request triage) and build business cases.
Partner with the Enterprise Technology AI program on evaluation criteria, pilot design, guardrails, and measurement.
Act as a liaison between IT and various business stakeholders (CS, Clinical Ops, RCM, Finance, People, Sales, Engineering), translating business needs into system capabilities.
Communicate decisions, reasoning, and risks clearly to stakeholders and address disagreements directly.
Improve documentation and requirements quality across the team and mentor analysts and platform admins.
Grow into leading a small team of product managers and business systems analysts as the portfolio and AI program scale.