IT Platform Staff Product Manager

Responsibilities

Product Management and Roadmap

• Own a published, prioritized roadmap for the enterprise application portfolio.
• Conduct discovery with contact center, customer success, revenue cycle management, Finance, People, and Clinical Operations teams.
• Write requirements including problem statements, success metrics, scope, non-scope, and acceptance criteria.
• Define and report outcome metrics such as handle time, abandon rate, request cycle time, deflection rate, adoption, license utilization, and cost per seat.
• Make clear, reasoned prioritization decisions.

Platform Delivery

• Lead the Salesforce implementation, including scope, phasing, systems integrator and vendor management, data migration, user acceptance testing, cutover, and post-launch support.
• Drive the Amazon Connect roadmap, including routing logic, IVR and self-service flows, integrations, agent workspace, and quality analytics.
• Redesign Jira and Jira Service Management intake, routing, automation, and SLA reporting.
• Own integration architecture with Engineering, including APIs, middleware or iPaaS, data contracts, error handling, and monitoring.
• Manage environments, change control, regression testing, releases, and rollback plans.

Governance, Risk, and Compliance

• Establish configuration standards, change management, 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 systems around Protected Health Information boundaries.
• Own vendor and license management, renewals, true-ups, total cost of ownership, and consolidation opportunities.

AI and Automation

• Identify opportunities for AI-assisted contact center summarization, agent assistance, service-request triage, deflection, and knowledge retrieval.
• Build quantified business cases and partner on evaluation criteria, pilot design, guardrails, and measurement.
• Assess pilots rigorously for production readiness.

Leadership and Influence

• Translate business needs into system capabilities across IT, Customer Success, Clinical Operations, Revenue Cycle Management, Finance, People, Sales, and Engineering.
• Publish decisions, surface risks, address disagreements, and improve documentation and requirements quality.
• Mentor analysts and platform administrators, with potential to lead a small team as the portfolio grows.

Requirements

• 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.
• Hands-on ownership of a contact-center-as-a-service platform; Amazon Connect is strongly preferred. Experience with Genesys, Five9, NICE, or Talkdesk may transfer.
• Accountability for at least one complete CRM or service-platform implementation or migration.
• Advanced experience with Jira, Jira Service Management, and Confluence, including project design, workflows, automation, request intake, and SLA modeling.
• Experience owning multiple core business applications, such as ERP, HRIS, ITSM, IAM/SSO, and CRM, plus their integrations.
• Product management skills including discovery, written requirements, prioritization, metric definition, and stakeholder management.
• Technical fluency with API documentation, SQL or reporting queries, SAML, SSO, SCIM provisioning, and engineering design discussions.
• Experience working within SOC 2, HIPAA, HITRUST, or a comparable regulated framework.
• Excellent specification and executive-summary writing skills.

Nice-to-Haves

• Healthcare, telehealth, or digital health experience.
• Experience with EHR/EMR platforms, RCM workflows, clinician licensing and credentialing, or multi-state clinical operations.
• AWS experience with Lambda, Lex, Kinesis, Contact Lens, or Amazon Q beyond Amazon Connect.
• Salesforce certifications and Service Cloud or Health Cloud experience.
• Application portfolio rationalization following rapid growth or acquisition.
• iPaaS experience with Workato, Boomi, MuleSoft, Make, or Zapier.
• Experience mentoring or managing analysts and platform administrators.