Staff IT Platform PM: Salesforce, Connect & Automation

OpenLoop; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

OpenLoop is seeking a staff product manager to own the core business applications layer. You will set the roadmap, lead Salesforce implementation, and bring disciplined product discovery, prioritization, and measurable outcomes to systems historically managed reactively.

You will collaborate across IT, CS, Finance, People, Sales, and Engineering, delivering end-to-end platform improvements with significant latitude and judgment.

Qualifications

• 8+ years in IT or enterprise product management.
• 3+ years at a senior or staff level owning enterprise platforms end to end.
• Hands-on CCaaS experience with Amazon Connect or similar.
• Led CRM implementations with accountable ownership.
• Strong Jira/JSM/Confluence design and automation experience.
• Broad portfolio across ERP, HRIS, ITSM, IAM/SSO, CRM.

Responsibilities

• Own a prioritized enterprise application roadmap and make tradeoffs explicit.
• Conduct genuine discovery with cross-functional teams before design.
• Write clear requirements with problem statements, success metrics, scope, and acceptance criteria.
• Define and report outcome metrics (e.g., operational SLAs, adoption, costs).
• Lead Salesforce implementation including scope, vendor mgmt, data migration, and post-launch support.
• Drive Amazon Connect roadmap, IVR and integrations with service/clinical systems.
• Redesign Jira/JSM intake; ensure complete, accurate routing and SLA reporting.
• Define API/data contracts; oversee integration architecture across platforms.
• Manage releases with environments, change control, and rollback plans.
• Establish change governance, security/compliance alignment (SOC 2, HIPAA).
• Shape PHI boundaries and vendor/license management.

Skills

IT/enterprise product management

Senior/staff ownership

CCaaS / contact center depth

CRM implementation leadership

Jira/JSM/Confluence proficiency

Portfolio breadth (ERP, HRIS, ITSM, SS

Tools

Jira

JSM

Confluence

Salesforce (Service Cloud/Health Cloud)

Job description

OpenLoop is seeking a staff product manager to own the core business applications layer. You will set the roadmap, lead Salesforce implementation, and bring disciplined product discovery, prioritization, and measurable outcomes to systems historically managed reactively.

You will collaborate across IT, CS, Finance, People, Sales, and Engineering, delivering end-to-end platform improvements with significant latitude and judgment.