Operations Manager, Employer Support
Role summary
Thatch is seeking an Operations Manager for Employer Support to lead and scale a rapidly growing support organization. This role involves hiring, coaching, and managing a team of support specialists and managers, setting operational strategy and metrics, and fostering a customer-first culture. The ideal candidate will have 5+ years of experience building and leading support teams in fast-changing environments, with a strong ability to collaborate and deliver complex operational projects. Experience in fintech or healthtech, and AI fluency, is highly desirable. The position offers a competitive salary range of $135,000 - $175,000 USD and is fully remote.
About the role
Thatch's mission is to build a healthcare system people love, and our employers and brokers expect a support experience that's fast, personal, and trustworthy at every touchpoint. The Employer Support team works directly with customer key stakeholders – C-level executives, HR admins, operations managers, and brokers – supporting them proactively with a consultation model, and reactively to solve their most complex issues, enabling them to offer wonderful health benefits to their employees.
As the manager overseeing the Employer Support team, you will set the standard for key stakeholder support at Thatch, partnering closely with the sales and go to market organisations, alongside the entire operations team. You will lead a high performing team, managing leads and specialists who are motivated by delivering a healthcare experience people love. And equally important, you will cultivate a customer first culture, with high accountability and a scale mentality by setting team goals, and using metrics to efficiently measure and guide team performance in pursuit of those goals.
What you'll do
Background we're looking for
Experience we’d be particularly excited about
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
