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Salary: USD 135,000 - 175,000 / annual
Thatch is building a healthcare system people love. The Employer Support team works directly with customer stakeholders—C-level executives, HR admins, operations managers, and brokers—providing fast, personal, and trustworthy support at every touchpoint.
As Operations Manager for Employer Support, you will lead and scale a rapidly growing support organization, setting the standard for key stakeholder support across the company. You'll manage a team of support leads and specialists, working closely with sales, go-to-market, and cross-functional operations teams.
Key responsibilities include:
- Leading and scaling the support organization, standing up new teams as business demands grow
- Hiring, coaching, and developing a team of support specialists
- Setting operational strategy and metrics with accountability
- Collaborating with operations and cross-functional leaders to scale without eroding customer experience
- Tracking team performance and reporting on a regular cadence
- Championing Thatch's customer-centric philosophy and values
- Strengthening the organization through recruiting, training, policy drafting, and process definition
You bring 5+ years of experience building and leading support teams in fast-changing environments, with proven success managing support managers, specialists, and technical account managers. You're a strong collaborator who navigates complex environments, delivers multi-stakeholder operational projects, and communicates clearly.
Bonus experience includes fintech or healthtech background, strong AI fluency with demonstrated use of AI tools to improve operations and customer support, and comfort moving between tactical execution and strategic planning.
