Implementation Manager

3 weeks, 5 days ago
Full-time
Mid Level
Customer and Technical Support
Thatch

Thatch

Thatch is a health benefits platform that combines financial technology and insurance services. Founded in October 2021 by Chris Ellis and Adam Stevenson, the company is based in San Francisco, with additional offices in New York and Austin. Thatch's mission is to decouple health insurance from employment, allowing businesses to offer personalized healthcare experiences to their employees. The platform serves as a Third-Party Administrator (TPA) and specializes in Individual Coverage Health Reimbursement Arrangements (ICHRA). Thatch simplifies health benefits administration by enabling employers to set tax-free healthcare budgets, which employees can use to select their own health insurance plans and additional benefits like mental health support and wellness programs. The company also provides a Visa debit card for employees to manage their healthcare spending easily. Thatch primarily targets small to mid-sized businesses and startups, offering a streamlined setup process and tools to help employers manage healthcare budgets effectively. With significant investor backing, Thatch is positioned to enhance the healthcare experience for businesses and their teams.

information technology & services
51-200
Founded 2021
$84M raised

Description

  • Own customer implementations from pre-sale planning through launch and post-implementation handoff.
  • Create and manage project plans, timelines, milestones, dependencies, and escalation paths.
  • Lead employers and plan administrators through the operational and organizational changes required to adopt ICHRA/CHOICE.
  • Educate and train customers on managing their new benefits model.
  • Develop enrollment strategies and employee communication plans tailored to each workforce.
  • Coordinate eligibility data, payroll inputs, integrations, testing, enrollment readiness, and issue resolution.
  • Partner with Sales, Field Account Managers, Account Management, Product, Operations, Support, and Compliance.
  • Identify recurring implementation challenges and improve scalable processes.

Requirements

  • Experience leading customer implementations, onboarding programs, change-management initiatives, or complex projects.
  • Strong project and process management skills, including stakeholder alignment and accountability.
  • Excellent customer communication, facilitation, education, and training skills.
  • Ability to translate technical or unfamiliar concepts into clear, practical guidance.
  • Comfort working with customer data, file transfers, system integrations, and technical partners.
  • Sound judgment with the ability to anticipate risks, manage competing priorities, and escalate issues early.
  • Ability to collaborate cross-functionally and influence without direct authority.
  • Curiosity and motivation to develop expertise in ICHRA/CHOICE and the broader benefits industry.
  • Benefits, HR technology, payroll, or healthcare experience is preferred but not required.

Benefits

  • Estimated compensation of $95,000–$120,000 USD.
  • Fully distributed work environment.
  • Opportunity to join an early-stage, high-velocity healthcare technology company.
  • Structured interview process with meetings involving the hiring manager, team members, and founders.

Interested in this position?

Apply directly on the company website

Apply Now

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