Why This Role Stands Out
This Operations Manager role offers significant career growth by leading a vital support function within a mission-driven healthcare company, with a competitive salary of $135,000-$175,000. You'll thrive here if you are a seasoned leader passionate about cultivating a customer-first culture and scaling high-performing teams to deliver exceptional service. Apply today to make a substantial impact!
Quick Overview
Job Description
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
About Thatch
We’re a fully distributed early stage company using technology to change the way America does healthcare. We’re a happy, friendly, high-velocity team. You can read more on Thatch here.
Similar jobs
- IN
Quality Control Manager with Security Clearance
NewIntrepid
pivt mclean, VA🇺🇸Hybrid20 hours agoAdministrative - AD
Operations Co-Op (Spring 2027 and Fall 2027)
NewAvery Dennison
Mentor, OH🇺🇸On-site8 hours agoEngineering - IF
Business Operations Manager, North America
NewIFS
Itasca, Illinois🇺🇸$90k - $150k/yrRemote8 hours agoContinuous ImprovementOperations & Project Management - OE
Production Team Leader
NewOetiker
Marlette, MI🇺🇸On-site8 hours ago5SManufacturing - ZA
General Manager
Zaxby's
Locust Grove, GA🇺🇸Hybrid3 days agoOperations & Project Management - WI
Partner Operations Manager
NewWise
Austin🇺🇸Hybrid5 hours agoContinuous ImprovementStakeholder ManagementOperations & Project Management
