openloophealth - Staff Product Manager, Communications

• 1. 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. • 2. 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. • 3. 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. • 4. 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. • 5. 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.