Operations Manager, Employer Support

1 month, 1 week ago
Full-time
Senior
Operations
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

  • Lead and scale the Employer Support organization, creating new teams as business needs grow.
  • Hire, coach, and develop support specialists and managers.
  • Set operational strategy, team goals, performance metrics, and accountability standards.
  • Partner with operations, sales, go-to-market, and cross-functional leaders to scale without compromising customer experience.
  • Track, analyze, and regularly report on team performance.
  • Recruit, train, and strengthen the organization through policies, processes, and structural improvements.
  • Champion Thatch’s customer-first support culture and operating values.
  • Lead complex operational projects involving multiple stakeholders.

Requirements

  • 5+ years of experience building and leading support teams in fast-changing environments.
  • Experience managing support managers, specialists, technical account managers, or premium support functions.
  • Ability to collaborate across complex organizations and build relationships that drive progress.
  • Proven ability to deliver complex, cross-functional operational projects.
  • Excellent written and verbal communication skills.
  • Experience in fintech, healthtech, or a comparable industry preferred.
  • Strong AI fluency and experience using AI tools to improve operational efficiency, team output, or customer support preferred.
  • Ability to operate effectively at both strategic and tactical levels.

Benefits

  • Estimated compensation range of $135,000–$175,000 USD.
  • Fully distributed work environment.
  • Opportunity to work at an early-stage healthcare technology company.
  • Five-stage interview process including team, hiring manager, case study, and founder discussions.

Interested in this position?

Apply directly on the company website

Apply Now

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