# IT Platform Staff Product Manager

**Company:** [OpenLoop](https://hotfix.jobs/companies/openloop)
**Location:** Remote
**Role:** Product Management
**Experience:** 8+ years
**Skills:** Salesforce, amazon connect, Jira, jira service management, Confluence, SQL, APIs, SAML, SSO, SCIM, AWS Lambda, aws lex, kinesis, HIPAA
**Posted:** 2026-08-11

> Own the roadmap, implementation, governance, and integrations for OpenLoop’s enterprise business application portfolio, including Salesforce, Amazon Connect, and Jira Service Management. The role requires 8+ years of enterprise platform experience, contact-center expertise, CRM implementation ownership, technical fluency, and regulated-environment experience.

## Job Description

## 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.

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