About the Role

OpenLoop is looking for a Sr. Product Manager, Omnichannel Solutions (Patient & IT Applications) to join our team remotely or at HQ in Des Moines, IA.  In this role, you will be responsible for leading the strategy and execution of our communications and IT applications—core systems that power how we engage with and support patients. You will be responsible for building and modernizing the entire communications ecosystem, including voice, SMS, chat, and email channels. This role is critical to delivering a frictionless, scalable, and intelligent patient experience.

You’ll work closely with IT, operations, and clinical teams to ensure we adopt and fully leverage best-in-class tools from platforms like Amazon Connect and Twilio, while integrating seamlessly with CRM systems such as Zoho. From call center modernization to intelligent outreach workflows, this is a hands-on role that blends product leadership, technical coordination, and stakeholder alignment.

What You'll Do

• Define and manage the product vision and roadmap for all customer-facing communications tools (voice, SMS, chat, and email). 
• Ensure we are delivering scalable and intelligent solutions that meet the evolving needs of both patients and internal teams.
• Create a unified strategy for how OpenLoop communicates with patients across all touch points—coordinating and documenting use cases, processes, and best practices for voice calls, SMS, emails, and chat.
• Ensure all communication / messaging is consistet in tone, quality level, compliance, and positive experience.
• Oversee the adoption and integration of modern communication technologies, including cloud-based platforms, AI-powered chatbots and virtual assistants, omnichannel orchestration tools, and real-time sentiment analysis solutions.
• Evaluate new capabilities from Amazon and Twilio and recommend innovations that improve efficiency and patient satisfaction.
• Lead the evolution of our call center operations by introducing advanced routing, IVR workflows, automation, and AI. 
• Ensure the contact center scales effectively and integrates cleanly into operational and clinical workflows.
• Collaborate with IT engineers, operations leads, and clinical stakeholders to implement tools and launch features. 
• Translate complex requirements into technical specifications and drive execution across teams.
• Ensure all communication systems integrate tightly with our CRM (Zoho) and patient-facing platforms to maintain a unified view of patient interactions.
• Define and track KPIs like call volume, response times, conversion rates, and CSAT. 
• Implement systems to monitor and optimize performance while maintaining HIPAA and other regulatory compliance.
• Stay on top of trends in patient communication and contact center technology—bringing new ideas to the table and piloting next-gen experiences that set OpenLoop apart.
• Other duties as assigned.

Who You Are

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Business Administration, or a related field is preferred. 
• 8+ years of product management experience, with at least 4 years owning communications or contact center platforms (Amazon Connect, Twilio, or similar).
• Deep understanding of call center workflows, omnichannel communication strategies, and customer engagement metrics (e.g. handle time, CSAT, call containment).
• Proven experience coordinating and documenting multi-channel communication systems—from system design to policy and compliance frameworks.
• Demonstrated success in deploying cloud-based communication platforms, integrating AI-powered tools, and driving adoption of omnichannel engagement solutions.
• Hands-on familiarity with Twilio APIs, Amazon Connect, and supporting technologies like AWS Lambda, Contact Lens, or programmable voice/chat APIs.
• Experience integrating communications with CRMs such as Zoho, Salesforce, or HubSpot.
• Strong project leadership, agile product management capabilities, and the ability to thrive in cross-functional environments.
• Excellent communication and stakeholder management skills—you can align technical teams, operational leaders, and clinical stakeholders around a shared vision.
• Experience in tele-health, HIPAA-compliant systems, or EHR/CRM integrations in healthcare settings is a plus.