About the role

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 We're building the IT organization from the ground up at OpenLoop Health, a fast-growing telehealth platform scaling our AI-powered care delivery across digital health, brick-and-mortar, and enterprise segments. As Director of IT Operations, you'll lead the operational backbone of our infrastructure designing and scaling systems that reliably support thousands of concurrent patients, clinicians, and partners while maintaining the security and compliance standards required in healthcare. This is a high-leverage role reporting directly to the VP of Enterprise Technology. You'll build and lead a team of 11 engineers and operators focused on infrastructure reliability, incident response, and leveraging AI to transform IT operations (automation, predictive monitoring, intelligent alerting, and beyond). You'll own IT operations strategy and be instrumental in shaping how AI improves our operational efficiency, reliability, and decision-making. 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 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 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 managi