IT Platform Staff Product Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of a published and prioritized roadmap for OpenLoop’s enterprise application portfolio.

• Facilitate discovery sessions with the contact center, customer success, revenue cycle management, Finance, People, and Clinical Operations teams.

• Draft requirements that include problem statements, success metrics, scope, non-scope, and acceptance criteria.

• Define and report on outcome metrics such as handle time, abandon rate, request cycle time, deflection rate, adoption, license utilization, and cost per seat.

• Lead the implementation of Salesforce, encompassing scope, phasing, systems integration and vendor management, data migration, UAT, cutover, and post-launch hypercare.

• Drive the Amazon Connect roadmap, including routing logic, IVR and self-service flows, integrations, agent workspace, and quality analytics.

• Redesign the Jira and JSM intake process, routing, and SLA reporting.

• Manage integration architecture with Engineering, focusing on APIs, middleware or iPaaS, data contracts, error handling, and monitoring.

• Oversee releases through various environments, change control, regression testing, and rollback planning.

• Establish standards for change management, configuration, and release governance.

• Collaborate with Security and Compliance on access reviews, least-privilege design, SOC 2 and HIPAA requirements, audit evidence, and vendor risk assessments.

• Design systems that adhere to Protected Health Information boundaries.

• Manage vendor and license-related tasks, including renewals, true-ups, total cost of ownership, and consolidation opportunities.

• Identify and assess AI and automation opportunities within contact center and service-request workflows.

• Collaborate with the Enterprise Technology AI program on evaluation criteria, pilot initiatives, guardrails, and measurement.

• Align the needs of IT, Customer Success, Clinical Operations, RCM, Finance, People, Sales, and Engineering with system capabilities.

• Communicate decisions, highlight risks, resolve disagreements, and enhance the quality of documentation and requirements.

• Mentor analysts and platform administrators.

• Progress towards leading a small team of product managers and business systems analysts.

⛳️ Requirements

• 8+ years of experience in IT, enterprise product management, business systems, or technical program management.

• 3+ years in a senior or staff role managing enterprise platforms end to end.

• Direct ownership of a contact center as a service platform; Amazon Connect is strongly preferred, with transferable experience in Genesys, Five9, NICE, or Talkdesk.

• Successfully led at least one full CRM or service platform implementation or migration as the accountable owner.

• Advanced expertise in Atlassian products: design and configuration of Jira and JSM projects, workflow automation, request intake, SLA modeling, and Confluence at an organizational level.

• Proven ownership experience across ERP, HRIS, ITSM, IAM/SSO, CRM, and their integrations.

• Product management capabilities in discovery, writing requirements, prioritization frameworks, metric definition, and stakeholder management.

• Technical proficiency in API documentation, SQL or reporting queries, SAML/SSO/SCIM provisioning, and engineering design discussions.

• Experience within regulated environments adhering to SOC 2, HIPAA, HITRUST, or similar frameworks.

• Strong writing skills for specifications and executive summaries.

• Preferred: experience in healthcare, telehealth, digital health, EHR/EMR, RCM, clinician licensing and credentialing, or multi-state clinical operations.

• Preferred: knowledge of AWS services beyond Connect, including Lambda, Lex, Kinesis, Contact Lens, or Amazon Q.

• Preferred: Salesforce certifications or experience with Service Cloud/Health Cloud.

• Preferred: experience in application portfolio rationalization following rapid growth or acquisition.

• Preferred: iPaaS or integration platform experience with Workato, Boomi, MuleSoft, Make, or Zapier.

• Preferred: experience in mentoring or managing analysts and platform administrators.

🏝️ Benefits

• Flat organizational structure.

• Culture focused on autonomy, competence, and belonging.

• Encouragement to share ideas and implement changes.

• Opportunity for growth into leading a small team.