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Thatch is seeking an Operations Specialist to own and scale the employer onboarding verification function. This role centers on KYB/KYC (Know Your Business/Know Your Customer) case review and process operationalization. You'll transform institutional knowledge into documented, repeatable processes: clear runbooks, source-of-truth documentation, and a defined framework for exception handling.
Key responsibilities include:
- End-to-end review of employer KYB/KYC cases, applying compliance policy with sound judgment on ambiguous or high-risk scenarios
- Building and maintaining runbooks and documentation so process knowledge is shared and current rather than siloed
- Defining exception-handling frameworks—what escalates, to whom, and on what timeline—replacing ad hoc judgment calls with documented procedures
- Partnering with Product and Engineering to diagnose recurring failure patterns and shape fixes that increase automated approval rates and reduce manual review time
- Building reporting dashboards on case volume, approval rates, and review time for team visibility
- Serving as a resource for teammates on complex cases as processes mature
Required background: 5+ years in compliance, KYB/KYC, fraud/risk, or trust & safety operations with direct experience reviewing business or identity verification documentation. You must have a track record writing and maintaining SOPs or runbooks (not just following them), working cross-functionally with Product/Engineering to diagnose and scope process fixes, and making documented judgment calls within compliance frameworks. Bachelor's degree or equivalent required. Comfort with multiple systems daily (admin tools, SQL/Metabase, ticketing, review platforms) is essential.
Desirable experience includes prior people leadership or interest in eventual management, SQL/data-querying skills, fintech/payments/BaaS background with KYB/KYC exposure, familiarity with beneficial ownership rules and entity types, fast-scaling startup experience, or relevant certifications (CAMS, CFE) or advanced degrees in compliance/risk.
This is a builder's role with real ownership over a function still taking shape and direct influence over product and policy decisions. Growth potential into team leadership exists as you build a track record.
