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OpenLoop is a telehealth platform that enables companies to deliver virtual care across specialties in all 50 states. The Revenue Operations Manager will be the operational engine of the sell-to-live motion, partnering with the Sr. Director of Customer Activation to design and execute the processes, data, and tooling that accelerate client implementations and maintain configuration integrity post-launch.
The role sits at the critical juncture between closed-won deals and revenue recognition. Currently, implementation work is tracked across Jira, the CRM, and project tooling without a unified view, resulting in inconsistent go-live criteria, ownership gaps at handoffs, unpredictable time-to-live, and post-launch change requests that silently consume delivery capacity. This role will build the operational foundation to make implementation predictable and scalable.
Key responsibilities include:
- Implementation Process Design: Own the end-to-end sell-to-live workflow, including stage definitions, entry/exit criteria, Sales-to-Implementation handoffs, and documented playbooks by program type.
- Implementation Systems & Automation: Configure Jira project templates, issue types, and workflows; build CRM-to-Jira automation so status is captured once and reported everywhere; establish field-level standards for trustworthy implementation data. Work closely with Revenue Systems to translate requirements into actionable builds.
- Delivery Rigor & Capacity Planning: Partner with the Implementation PMO to build project management discipline, including milestone tracking, dependency management, and escalation paths. Forecast implementation capacity against closed-won pipeline to enable proactive staffing decisions.
- Go-Live QA: Build and run quality gates that validate client configuration before launch. Maintain pre-launch checklists and defect logs; drive root-cause analysis on issues that reach clients.
- Change Request Management: Own intake, triage, prioritization, and SLAs for post-go-live configuration changes so change work is visible, sized, and resourced deliberately.
- Implementation Reporting & Analytics: Build dashboards and reports on time-to-live, on-time go-live rate, stage aging, capacity utilization, QA defect trends, and change request throughput. Support both weekly operating decisions and executive reporting in partnership with the Revenue Intelligence team.
- Cross-Functional Partnership: Collaborate with Sales, Customer Success, Clinical Operations, and Product/Engineering to ensure implementation connects to pre-sale commitments and hands off cleanly to CS.
Success will be measured by: average time-to-live, on-time go-live rate, go-live defect rate, change request cycle time, capacity forecast accuracy, and implementation data completeness.
REQUIREMENTS:
- 5+ years in implementation operations, professional services operations, program/project management, or Revenue Operations—ideally in B2B SaaS, healthcare, or digital health
- Track record of standing up repeatable delivery processes and getting them to stick with delivery teams
- Hands-on experience with Jira or Atlassian tooling as a system of record (project and workflow configuration, not just ticket hygiene)
- CRM experience: HubSpot today, Salesforce following October go-live; comfort operating across both through a migration
- Fluency with project management tooling generally and demonstrated ability to pick up unfamiliar systems quickly
- Analytical mindset: can build dashboards, defend metric definitions, and turn stage-aging data into operational recommendations
- Strong documentation and stakeholder management skills with both delivery teams and senior leaders
- Comfortable with ambiguity and energized by building systems from scratch
- Experience in a regulated environment (healthcare, telehealth, fintech) is a plus
