IT Platform Staff Product Manager

About The Role

Open Loop 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 a staff product manager to own that layer as a product, not as a ticket queue.

You will set the roadmap for Open Loop'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.

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 SLAsOwn 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

Required:

8+ years in IT or enterprise product…