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Operations Manager, Employer Support

Thatch· Operations
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Austin, TX$135k - $175kfull-timePosted 1mo ago

About the role

Leader of Thatch's Employer Support team, driving a customer-centric, scalable support organization that partners with sales/go-to-market and cross-functional teams to deliver fast, personal, and trustworthy support for employers, brokers, and HR leaders.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:Leadership and team managementOperational strategy and metricsCross-functional collaborationCommunication
Last updated Oct 15, 2026. Interested? Apply on the company site.

About Thatch

Health benefits from the future

Thatch is an all-in-one platform that makes it easy to offer the most personalized healthcare experience to your employees using an ICHRA.

healthcarebenefitsplatform
Company profileWebsite

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