Operations Manager, Employer Support

Operations Manager, Employer Support at ThatchLocation Austin, Texas, United States Compensation $135,000 - $175,000 USDAbout The RoleThatch'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 DoLead and scale a rapidly growing support org, standing up new teams as the business demandsHire, coach, and grow a team of support specialistsBring seasoned judgment to setting operational strategy and metrics, and hold the business to clear accountabilityWork hand-in-hand with operations and cross-functional leaders to scale the business without eroding the customer experienceTrack and analyze how the team is performing, and report on it on a regular cadenceCarry our values forward – acting as a champion for Thatch's customer-centric philosophyStrengthen the organization through management work: recruiting, training, drafting team policies, defining process, and other structural improvementsBackground We're Looking For5+ years building and leading support teams in fast-changing environmentsExperience managing support managers, specialists, technical account managers, and/or premium support functionsA strong collaborator with a demonstrated ability to navigate complex environments and build relationships that move things forwardProven ability to deliver complex operational projects spanning multiple stakeholdersExcellent written and verbal communicationExperience We'd Be Particularly Excited AboutBackground in fintech, healthtech, or a comparable industryStrong 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 supportComfortable zooming between the tactical and the strategic – as effective working alongside the team day-to-day as you are helping shape where it's headedWhat To ExpectWe 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 Thatch30 minute video meeting with the hiring manager to dive deeper into your experience and the role30 minute video meeting to meet 2-3 members of the team30 minute video meeting with the hiring manager to work through a live case study30 minute video meeting with our founders to discuss your approach to culture and our operating principles