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OpenLoop is a telehealth SaaS platform enabling companies to deliver virtual care across specialties in all 50 US states. As Director of IT Operations, you will lead a global team of 10+ professionals managing help desk services, facility management, security policy enforcement, and asset management. You'll design and oversee infrastructure architecture supporting 99.5%+ uptime in a healthcare SaaS environment, maintain a 95% SLA for helpdesk response and resolution, and co-own incident management and post-incident review culture.
You will manage infrastructure spend and cloud resource optimization across AWS, GCP, or multi-cloud environments, and lead technical standardization across development, security, and product teams. A key focus is identifying and implementing AI/ML tools to improve operational efficiency—including predictive alerting, anomaly detection, and root-cause analysis—while building a culture of intelligent observability that moves from reactive to predictive operations. You'll work with OpenLoop's AI Program to operationalize AI model deployment, monitoring, and governance, establishing observability and alerting standards for AI systems at scale.
You will partner with Security to ensure operational practices support SOC 2, HIPAA, and state healthcare compliance, managing access control, secrets management, and least-privilege architectures. You own disaster recovery and business continuity planning, lead quarterly compliance audits, and establish SLAs/SLOs for critical services. You'll communicate infrastructure health, risks, and roadmap to leadership and cross-functional teams, support product and engineering teams with infrastructure provisioning, manage vendor and cloud provider relationships, and mentor operational staff.
OpenLoop operates with a flat organizational structure emphasizing autonomy, competence, and belonging, encouraging all employees to bring ideas and drive impact.
REQUIREMENTS:
- 8+ years in IT operations, infrastructure engineering, or site reliability roles
- 5+ years in a leadership role managing technical teams (5+ direct reports)
- Proven experience operating mission-critical SaaS or healthcare platforms
- Deep expertise with cloud platforms (AWS, GCP, or Azure) and infrastructure-as-code
- Strong understanding of HIPAA compliance, security baselines, and healthcare regulations
- Experience designing systems for 99.5%+ uptime and handling production incidents
- Track record of building strong operational cultures (automation-first, blameless postmortems, on-call excellence)
- Comfortable in ambiguity and able to build processes from scratch in fast-growing organizations
PREFERRED:
- Experience building IT organizations in early-stage/hypergrowth companies
- Hands-on experience with containerization (Docker, Kubernetes) and modern DevOps stacks
- Background in healthcare (EMR/EHR systems, telehealth platforms)
- Experience supporting machine learning or AI infrastructure at scale
- Familiarity with database operations, replication, and backup/recovery strategies
- Knowledge of healthcare data architecture and privacy requirements
- Startup experience or consulting background
- Experience evaluating or implementing AI/ML tooling for operations (predictive alerting, AIOps platforms)
- Track record of using AI to improve operational efficiency or decision-making
