Staff Product Manager, Communications

Role Description

OpenLoop is seeking a Staff Product Manager, Communications to lead the strategy, design, and rollout of a unified communications platform that powers all patient and operational engagement across our ecosystem.

As we scale our clinical programs, AI capabilities, and event-driven infrastructure, our communication channels—email, SMS, voice, chat, and AI—must operate through a centralized, configurable platform. You will define that platform, integrate it into our event-driven architecture, and ensure consistent, personalized communication experiences across every patient journey and client deployment.

You’ll work closely with Engineering, IT, Operations, Implementations, and AI teams to consolidate communication pathways, introduce standards, and build patient journeys that leverage automated, event-driven messaging. Experience with Amazon Connect or similar platforms is highly preferred.

What You'll Do

• Communications Platform Strategy
  • Platform Vision & Roadmap — Define and own the long-term strategy for a unified communications platform across voice, SMS, email, chat, and AI channels.
  • Build vs. Buy Decisions — Evaluate third-party vendors against custom-built solutions for journey orchestration.
  • Communication Triggers & Events — Define which patient events (appointment booked, prescription shipped, refill due) trigger communications and when.
  • Client Customization Model — Establish which elements are client-configurable (branding, templates, timing, channels) versus standardized.
  • Multi-Tenant Configuration — Design white-label architecture for client-specific branding, templates, and timing preferences.
  • Self-Service Enablement — Deliver tools enabling Implementation and CS teams to configure journeys without engineering involvement.
  • API Requirements — Define how clients can trigger communications from their systems, including access levels, documentation, and integration patterns.
• Channel Consolidation & Governance
  • Channel Standardization — Align and consolidate communication pathways across Amazon Connect, Twilio, Tellescope, and internal systems.
  • Compliance & Observability — Ensure HIPAA-compliant messaging with full visibility into what was sent, to whom, when, and why.
  • Centralized Visibility (“Single Pane of Glass”) — Develop a unified interface surfacing all patient and operational communications.
• Patient Journey Design & Automation
  • Journey Definition — Define end-to-end patient journeys across all medical programs.
  • Event Mapping — Map communication triggers to clinical, operational, and behavioral events.
  • Reusable Templates & Workflows — Build scalable, multi-program templates and automation components.
• Cross-Functional Leadership
  • Cross-Org Collaboration — Work closely with Engineering, IT, Implementations Platform, Operations, and Customer Success.
  • Compliance Partnership — Ensure all messaging adheres to HIPAA/HITRUST standards.
  • Communications Expertise — Serve as the subject matter expert on Amazon Connect or similar enterprise communication platforms.
• No-Code Configuration & Enablement
  • No-Code Experience — Define UI/UX requirements for modifying journeys and communication logic without engineering.
  • Internal Tools Development — Partner with Engineering to deliver tools for triggers, workflows, templates, routing, and analytics.

Qualifications

• 10+ years of PM experience with communications, workflow automation, or engagement platforms.
• Strong technical acumen with APIs, integrations, and event-driven systems.
• Experience defining journeys and building automated communication workflows.
• Proven cross-functional leadership across engineering, operations, clinical, and IT.
• Strong communication, prioritization, and ownership mindset.

Preferred Qualifications

• Experience with Amazon Connect or similar enterprise communication tools.
• Experience in healthcare or other regulated industries.
• Familiarity with HIPAA/HITRUST and secure messaging requirements.
• Exposure to multi-tenant or client-configurable communication platforms.

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more