Director, IT Operations

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.
What You'll Do
IT Operations & Infrastructure
- 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

AI-Enhanced Operations
- 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 learnings

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

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

AI Program Operations Support
- 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

Security & Compliance
- 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

Reliability & Performance
- 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

Stakeholder Management
- 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

Who You Are
Required
- 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

Preferred
- 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 he