[Remote] IT Staff Product Manager

Note: The job is a remote job and is open to candidates in USA. OpenLoop is a telehealth support company that provides virtual care delivery solutions across the United States. The IT Staff Product Manager will own the roadmap and product discipline for core enterprise business applications, lead the Salesforce implementation, and oversee platforms including Amazon Connect, Jira, and JSM. The role also covers integrations, governance, compliance, AI automation initiatives, vendor management, and cross-functional leadership.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 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
• 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

Benefits

• For salaried positions, eligibility for Medical, Dental, and Vision plans
• For salaried positions, eligibility for Flexible Spending/Health Savings Accounts
• For salaried positions, eligibility for Flexible PTO
• For salaried positions, eligibility for a 401(k) + Company Match
• For salaried positions, eligibility for Life Insurance and Pet insurance

Company Overview