Director, IT Operations

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.

Lead a team of 10+ global resources focused on help desk services, facility management, SOC policy enforcement, and asset management

Design and oversee infrastructure architecture for 99.5%+ uptime in a healthcare SaaS environment

Deliver a helpdesk service to maintain a 95% SLA within the response and resolution framework

Co-own incident management, escalation protocols, and post-incident review culture

Manage infrastructure spend and cloud resource optimization (AWS, GCP, or multi-cloud)

Lead technical standardization across development, security, and product teams

Identify and implement AI/ML tools to improve operational efficiency (predictive alerting, anomaly detection, root-cause analysis)

Experiment with AI-driven automation for routine operational tasks

Work with OpenLoop's AI Program to understand how AI can transform IT operations and share learnings

Build a culture of intelligent observability—moving from reactive to predictive operations

Evaluate emerging AI/ML tooling for infrastructure, monitoring, and incident response

Work alongside the VP of Enterprise Technology to operationalize the AI Program

Define operational requirements for AI model deployment, monitoring, and governance

Establish observability and alerting standards for AI systems at scale

Build operational runbooks and playbooks that enable safe, rapid experimentation

Partner with Security to ensure operational practices support SOC 2, HIPAA, and state healthcare compliance

Manage access control, secrets management, and least-privilege architectures

Own disaster recovery and business continuity planning

Lead quarterly compliance audits and remediation workflows

Establish SLAs/SLOs for critical services and own performance against them

Build a culture of blameless postmortems and continuous improvement

Design monitoring, alerting, and observability infrastructure

Lead capacity planning and infrastructure roadmap

Communicate infrastructure health, risks, and roadmap to leadership and cross-functional teams

Support product and engineering teams with infrastructure provisioning and troubleshooting

Manage relationships with vendors and cloud providers

Mentor and develop operational staff

8+ years in IT operations, infrastructure engineering, or site reliability roles

5+ years in a leadership role managing technical teams (5+ direct reports)

Proven experience operating mission-critical SaaS or healthcare platforms

Deep expertise with cloud platforms (AWS, GCP, or Azure) and infrastructure-as-code

Strong understanding of HIPAA compliance, security baselines, and healthcare regulations

Experience designing systems for 99.5%+ uptime and handling production incidents

Track record of building strong operational cultures (automation-first, blameless postmortems, on-call excellence)

Comfortable in ambiguity—ability to build processes from scratch in a fast-growing organization

Experience building IT organizations in early-stage/hypergrowth companies

Hands-on experience with containerization (Docker, Kubernetes) and modern DevOps stacks

Background in healthcare (EMR/EHR systems, telehealth platforms, etc.)

Experience supporting machine learning or AI infrastructure at scale

Familiarity with database operations, replication, and backup/recovery strategies

Knowledge of healthcare data architecture and privacy requirements

Startup experience or consulting background

Experience evaluating or implementing AI/ML tooling for operations (predictive alerting, AIOps platforms, etc.)

Track record of using AI to improve operational efficiency or decision-making

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.