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OpenLoop is a telehealth platform that streamlines virtual care delivery across all 50 states. This Staff Product Manager role owns the company's enterprise application portfolio as a strategic product, not a reactive ticket queue.
You will set the roadmap for core business applications including Salesforce, Amazon Connect, and Jira Service Management. This is a builder's role with unusual latitude to decide what gets consolidated, retired, automated, or left alone—and the judgment to use that latitude wisely.
Key responsibilities include:
Product & Roadmap: Own a published, prioritized roadmap for the enterprise application portfolio. Run genuine discovery with contact center agents, customer success, revenue cycle management, finance, people ops, and clinical ops teams. Write clear requirements with problem statements, success metrics, scope, and acceptance criteria. Define and report outcome metrics (handle time, abandon rate, request cycle time, deflection rate, adoption, license utilization, cost per seat) rather than activity metrics. Say no clearly with reasoning attached.
Platform Delivery: Lead the Salesforce implementation as accountable owner—scope, phasing, systems integrator and vendor management, 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 so requests arrive complete and route correctly. Own integration architecture across the portfolio in partnership with Engineering: APIs, middleware, data contracts, error handling, and monitoring. Manage releases like a product with proper environments, change control, regression testing, and rollback paths.
Governance & Compliance: Establish 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 to PHI boundaries and understand which systems may hold Protected Health Information. Own vendor and license management including renewals, true-ups, total cost of ownership, and consolidation opportunities.
AI & Automation: Identify where AI genuinely reduces effort in the business application layer (contact center summarization, agent assist, service request triage, knowledge retrieval). 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.
Leadership: Act as connective tissue between IT, customer success, clinical ops, revenue cycle management, finance, people ops, sales, and engineering. Bring stakeholders along by publishing decisions with reasoning, surfacing risk early, and addressing disagreement directly. Raise the bar on documentation and requirements quality. Grow into leading a small team of product managers and business systems analysts as the portfolio scales.
Required qualifications: 8+ years in IT or enterprise product management, business systems, or technical program management, including 3+ years at senior or staff level owning enterprise platforms end-to-end. Hands-on ownership of a contact center platform (Amazon Connect strongly preferred; Genesys, Five9, NICE, or Talkdesk experience transfers). Led a full CRM or service-platform implementation or migration as accountable owner. Advanced Atlassian practitioner with expertise in Jira, JSM, and Confluence at organizational scale. Demonstrated ownership across multiple core business applications (ERP, HRIS, ITSM, IAM/SSO, CRM) and their integrations. Real product craft including discovery, written requirements, defensible prioritization frameworks, metric definition, and stakeholder management under competing pressure. Technical fluency: read API documentation, write SQL or reporting queries, understand SAML/SSO/SCIM provisioning, hold design conversations with engineers. Regulated-environment experience with SOC 2, HIPAA, HITRUST, or comparable frameworks as working constraints.
