Implementation Manager

Job description

## **About OpenLoop** OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. ## **About the Role** OpenLoop’s mission is to **bring care anywhere** by powering telehealth solutions at scale. As an Implementation Manager, you will own the hands-on technical implementation of OpenLoop’s platform for our clients. You will take an approved solution and turn it into a working, validated and production-ready implementation across configuration, integrations, data, testing and deployment. OpenLoop powers complete virtual-care businesses. A single implementation may involve patient intake, eligibility, identity, clinical workflows, prescribing, pharmacy, labs, fulfillment, payments, support and reporting. Your job is to understand how those components need to work together, perform the technical implementation and prove that the resulting solution is reliable in production. This is an individual-contributor role. You will partner closely with a Technical Project Manager who owns the overall plan and cross-functional implementation process. You own the technical work, technical judgment and technical readiness. ## **What You’ll Do** - Translate approved client solutions and requirements into a technical work breakdown covering configuration, integrations, data, environments, testing, deployment and documentation. - Configure OpenLoop’s platform and implementation-specific workflows using established standards and reusable patterns. - Implement and validate client and third-party integrations using APIs, webhooks, authentication, data mapping and other supported connectivity methods. - Execute data migration, cleanup, transformation, backfill and reconciliation activities. - Use SQL, APIs, logs, payloads, configuration tools and AI-assisted scripting or development to complete implementation work and diagnose problems. - Configure event-driven automation and triggering logic across the platform (user creation, firing downstream workflow actions when defined conditions are met, etc) - Partner directly with client technical teams to clarify requirements, exchange specifications, resolve integration issues and validate expected behavior. - Build and execute technical test plans covering complete workflows, failure paths, retries, duplicate events, data integrity, permissions and external dependencies. - Prepare the technical environments, data and functionality required for UAT; resolve technical defects and provide evidence to the TPM and other readiness owners. - Determine whether the implemented solution meets OpenLoop’s technical definition of done and provide technical sign-off. - Troubleshoot implementation and production-stabilization issues by comparing expected with actual behavior, isolating the failing layer and establishing reproducible evidence. - Distinguish configuration issues, deployment defects, data problems, client integration failures, third-party failures and genuine OpenLoop product gaps. - Resolve implementation-owned issues directly and escalate genuine product defects or capability gaps with clear reproduction steps, evidence, impact and required behavior. - Protect the long-term supportability of the platform by using standard configuration and integration patterns whenever possible. - Identify when a client request requires an approved exception, reusable implementation capability or Product and Engineering support. - Produce and maintain complete technical documentation, including configuration records, mappings, integration specifications, deployment notes, test evidence, known limitations and as-built implementation details. - Provide the Technical Project Manager with accurate estimates, technical status, dependencies, risks and changes affecting the integrated plan. - Support go-live and stabilization, then transition the implementation cleanly into Support and Customer Success with current documentation and clear ownership. - Use AI thoughtfully to accelerate configuration, scripting, debugging, test creation and documentation while personally validating the accuracy and safety of the resulting work. - Contribute reusable configurations, scripts, test packs, documentation and implementation patterns that make future launches faster and more reliable. - Operationally and clinically fluent: Understand the operational and clinical processes a system serves (not just its technical components) and can translate a requirement or clinical protocol into patient workflows that reflect how the care actually happens. Validate the journey from the patient's and operator's perspective, not only the system's. ## **Who You Are** - **A technical builder:** You want to configure, integrate, test and troubleshoot—not merely coordinate the people doing that work. - **A complete-journey thinker:** You consider how the full patient and operational workflow functions, not only whether one API returned a successful response. - **Evidence-driven:** You use logs, payloads, configuration records, database results and test evidence to establish what is happening. - **Pragmatic about implementation design:** You prefer a supported standard pattern over an elegant one-off solution that no one can maintain. - **Customer-facing:** You can work directly with a client’s engineers, operators and business stakeholders without losing technical precision. - **Accountable through production:** You do not declare success when configuration is complete; you remain responsible through validation, launch and stabilization. - **Clear about product boundaries:** You solve implementation problems inside implementation and escalate only genuine product defects or capability gaps. - **Comfortable with ambiguity:** You can turn incomplete requirements into concrete technical questions, assumptions and validation steps. - **Careful with healthcare consequences:** You understand that incorrect identity, eligibility, clinical, prescription, pharmacy or lab behavior can affect real patient care. - **Able to build while the system evolves:** You can deliver live client work while also strengthening the reusable patterns and documentation behind it. - **Self Starter:** You can prioritize and execute on your own within an ambiguous environment. ## **Required Qualifications** - 3–6+ years of experience in implementation engineering, integration engineering, solutions engineering, customer engineering, application engineering, technical consulting or support engineering. - Demonstrated experience personally implementing technical solutions for external customers—not only managing implementation projects. - Hands-on experience with APIs, webhooks, authentication, structured payloads, data mapping and third-party integrations. - Experience configuring complex SaaS platforms or implementation-specific workflows. - Experience performing data migrations, transformations, cleanup, backfills or reconciliation. - Ability to use SQL and technical debugging tools to investigate data and application behavior. - Experience testing complete integrations and workflows across multiple systems. - Strong troubleshooting skills using logs, payloads, configuration, test results and reproducible scenarios. - Experience working directly with technical and nontechnical customer stakeholders. - Ability to produce clear technical documentation that another engineer can use to understand and support the implementation. - Ability to distinguish implementation work from product defects and specify required Product or Engineering support clearly. - Experience supporting solutions through UAT, go-live and production stabilization. ## **Preferred Qualifications** - Experience with healthcare technology, virtual care, EHRs, pharmacy, labs, clinical workflows, RCM or provider data. - Hands-on experience with REST APIs, webhooks, event triggers, and low-code workflow/automation tools (e.g., Zoho Flow, Zapier, or similar). - Experience with DNS, DNS masking, and SMTP.Experience with Postman, cURL, API clients, monitoring tools and cloud-based development environments. - Ability to write or modify lightweight scripts using Python, JavaScript, graphql or a comparable language. - Familiarity with environment management, deployment workflows and configuration versioning. - Experience creating automated technical or regression tests. - Experience using AI-assisted development and debugging tools responsibly. - Experience in a high-growth environment where implementation standards and tooling were still developing. ## **What We Offer** - Competitive compensation - Medical, Dental & Vision - Flexible Spending and Health Savings Accounts - Generous PTO and remote-work flexibility - 401(k) with Company Match - Life Insurance, Pet Insurance and more ## **Our Company** We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you.