At OpenLoop, implementation is where a signed contract becomes a working telehealth program-and where speed, accuracy, and repeatability translate directly into recognized revenue. We're looking for a Revenue Operations Manager to partner with Implementation leadership in designing and executing the processes, data, and tooling that get clients live faster and keep their configurations clean once they are.
This role is the operational engine of our sell-to-live motion. You'll be the right hand to our Sr. Director of Customer Activation-owning the workflows the delivery team runs on every day, the QA gates that catch problems before clients do, and the reporting that tells leadership exactly where every implementation stands.
If you believe a go-live date should be a commitment rather than an estimate-and you have the process and data chops to make that true-we want to talk.
Why This Role ExistsImplementation sits between a closed-won deal and revenue in the door. Work is tracked across Jira, the CRM, and project tooling without a consistent connected view, which means inconsistent go-live criteria, ownership gaps at handoff, unpredictable time-to-live, and post-launch change requests that quietly consume delivery capacity.
This role builds the operational foundation that makes implementation predictable. You'll standardize what "live" means, instrument the path from signature to first intake, and give the Implementation team the process and change-management discipline it needs to scale as client count grows.
What You'll Own- Implementation Process Design - Own the end-to-end sell-to-live workflow-stage definitions, entry and exit criteria, the Sales-to-Implementation handoff, and documented playbooks by program type-so every implementation runs the same way regardless of who's driving it.
- Implementation Systems & Automation - Own the configuration that makes the process real: Jira project templates, issue types, and workflows; CRM-to-Jira automation so status is captured once and reported everywhere; and the field-level standards that keep implementation data trustworthy. You will work closely with the Revenue Systems to translate requirements into an actionable build.
- Delivery Rigor & Capacity Planning - Work with Implementation PMO to build the project management discipline on client implementations-milestone tracking, dependency management, escalation paths-and forecast implementation capacity against closed-won pipeline so staffing decisions get made ahead of demand, not after a slip.
- Go-Live QA - Work with the Implementation team to build and run the quality gates that validate client configuration before launch. Maintain the pre-launch checklist and defect log, and drive root-cause analysis on anything that reaches a client.
- Change Request Management - Own intake, triage, prioritization, and SLAs for post-go-live configuration changes on live clients-so change work is visible, sized, and resourced deliberately rather than absorbed invisibly by the delivery team.
- Implementation Reporting & Analytics - Build and maintain the dashboards and reports leadership relies on: time-to-live, on-time go-live rate, stage aging, capacity utilization, QA defect trends, and change request throughput-supporting both weekly operating decisions and executive reporting. You will work closely with the Revenue Intelligence team to support.
- Cross-Functional Partnership - Work closely with Sales, Customer Success, Clinical Operations, and Product/Engineering to ensure implementation is connected to pre-sale commitments on the front end and hands off cleanly to CS on the back end.
What We're Looking For- 5+ years in implementation operations, professional services operations, program/project management, or Revenue Operations-ideally in B2B SaaS, healthcare, or digital health
- Track record of standing up repeatable delivery processes and getting them to actually stick with a delivery team
- Hands-on experience with Jira or Atlassian tooling as a system of record-project and workflow configuration, not just ticket hygiene
- CRM experience: HubSpot today, Salesforce following our October go-live; comfort operating across both through a migration
- Fluency with project management tooling generally, and a demonstrated ability to pick up unfamiliar systems quickly and get real value out of them
- Analytical mindset-can build a dashboard, defend a metric definition, and turn stage-aging data into an operational recommendation
- Strong documentation skills and strong stakeholder management with both delivery teams and senior leaders
- Comfortable with ambiguity and energized by building systems from scratch
- Experience in a regulated environment (healthcare, telehealth, fintech) a plus
How We'll Measure Success- Time to Live - Average days from contract signature to client go-live
- On-Time Go-Live Rate - Percentage of implementations live by their committed date
- Go-Live Defect Rate - Configuration issues surfaced after go-live versus caught in QA
- Change Request Cycle Time - Median time from intake to resolution for live-client change requests
- Capacity Forecast Accuracy - Forecasted implementation capacity versus actual demand and delivery throughput
- Implementation Data Completeness - Percentage of active implementations with current, complete stage and milestone data
