Implementation Manager

Summary

OpenLoop provides telehealth support solutions that enable virtual-care delivery at scale. The Implementation Manager owns the hands-on technical implementation of the company’s platform for clients, including configuration, integrations, data migration, testing, deployment, documentation, go-live, and stabilization. This individual-contributor role partners with clients and internal teams to deliver reliable, production-ready implementations.

Responsibilities

• 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

Skills

• • 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
• • 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

Qualifications

Must Haves

• • 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

Nice to Haves

• • 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

Benefits

• Medical, Dental & Vision
• Flexible Spending and Health Savings Accounts
• Generous PTO and remote-work flexibility
• 401(k) with Company Match
• Life Insurance
• Pet Insurance