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Thatch is building a healthcare system people love by making US healthcare simple, affordable, and understandable. This Operations Specialist role sits on the Operations team, spanning customer and systems work. You'll own day-to-day execution against operational OKRs and queue management, with a critical focus on customer issues and internal systems processes.
Key responsibilities include: independently investigating and driving customer support and system queue issues to resolution; developing product and platform expertise by working closely with operations, engineering, product, and go-to-market teams; creating and maintaining documentation to enable self-service issue resolution; leading continuous improvement initiatives to hit key performance metrics like customer satisfaction, resolution time, and SLA compliance; collaborating with Operations leaders to advocate for product and engineering improvements based on customer feedback; and challenging the status quo to drive innovation in healthcare and operational processes.
This is not a traditional specialist role—expect complex issues, high volumes, and high-stakes work. You'll need to be equally comfortable in daily execution details and in a company that evolves rapidly. The role requires availability to work weekends during Open Enrollment, the company's busiest season. You'll work alongside experienced, industry-leading people in a genuinely kind culture with room to grow as fast as you can handle.
Required background: excellent problem-solving skills capable of diagnosing complex issues and driving resolution; proven experience in stakeholder management and influencing cross-functional teams; experience in project management, particularly optimizing processes and workflows; and a demonstrated history of excellence in something with drive and self-discipline. Training is provided—you don't need every answer upfront, but you need to be ready to learn fast. This role offers real impact, growth opportunities, and a career path rather than just a job.
