Operations Manager, Employer Support

Operations Manager, Employer Support | Thatch Careers Product Solutions Resources Pricing Company Sign in Get started Back to all Roles Operations Manager, Employer Support at Thatch Location Austin, Texas, United States

Compensation $135,000 - $175,000 USD

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 Lead and scale a rapidly growing support org, standing up new teams as the business demands Hire, coach, and grow a team of support specialists Bring seasoned judgment to setting operational strategy and metrics, and hold the business to clear accountability Work hand-in-hand with operations and cross-functional leaders to scale the business without eroding the customer experience Track and analyze how

the team is performing, and report on it on a regular cadence Carry our values forward – acting as a champion for Thatch's customer-centric philosophy Strengthen the organization through management work: recruiting, training, drafting team policies, defining process, and other structural improvements Background we're looking for 5+ years building and leading support teams in fast-changing environments Experience managing support managers, specialists, technical account managers, and/or premium support functions A strong collaborator with a demonstrated ability to navigate complex environments and build relationships that move things forward Proven ability to deliver complex operational projects spanning multiple stakeholders Excellent written and verbal communication Experience we’d be particularly excited about Background in fintech, healthtech, or a comparable industry Strong AI fluency and an AI-first instinct – you've used AI tools to make operations more efficient, lift team output, or improve how customers experience support Comfortable zooming between the tactical and the strategic – as effective working alongside

the team day-to-day as you are helping shape where it's headed 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: 30 minute video meeting to talk through your background and interest in Thatch 30 minute video meeting with the hiring manager to dive deeper into your experience and

the role 30 minute video meeting to meet 2-3 members of

the team 30 minute video meeting with the hiring manager to work through a live case study 30 minute video meeting with our founders to discuss your approach to culture and our operating principles Apply for this position Legal First Name * Last Name * Email * Phone * Resume/CV * Cover Letter LinkedIn Profile Website Remote work location (City, State) * Will you require visa sponsorship for employment authorization in the US, either now or in the future? * -- Select an option -- Yes No Equal Employment Opportunity Information To help us comply with federal and state equal opportunity employment regulations, we invite you to voluntarily provide the following demographic information. This data is collected for statistical reporting purposes only and plays no role in the evaluation of your application. Your decision to provide or withhold this information will not impact your candidacy in any way. We appreciate your participation in helping us foster a fair and inclusive hiring process. Veteran Status -- Select an option -- I don't wish to answer I identify as one or more of the classifications of a protected veteran I am not a protected veteran Race -- Select an option -- Decline To Self Identify Two or More Races Native Hawaiian or Other Pacific Islander White Hispanic or Latino Black or African American Asian American Indian or Alaskan Native Gender -- Select an option -- Decline To Self Identify Female Male Submit Application Building a healthcare system people love Use cases Startups Small businesses Enterprise Brokers Resources ICHRA QSEHRA vs ICHRA Group plans vs ICHRA Company

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