---
title: 'Operations Manager, Employer Support at Thatch'
canonical: 'https://feeny.ai/job/operations-manager-employer-support-thatch-austin-texas-wchjs4dhepne'
type: 'job'
last_seen: '2026-09-07'
---

# Operations Manager, Employer Support at Thatch

- **Company:** Thatch
- **Location:** Austin Texas, United States
- **Compensation:** $135k–$175k
- **Posted:** 2026-09-03
- **Last confirmed live:** 2026-09-07
- **Apply:** https://thatch.com/jobs/5414790008?gh_jid=5414790008

## 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

Estimated Compensation Range $135,000—$175,000 USD

## 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](https://thatch.ai/company).

## About Thatch

## Company Overview
- **One-liner**: Thatch is a modern health benefits platform that uses an ICHRA to let employers set a budget and empower employees to choose and manage their own healthcare plans and spending.
- **Entity Type**: Private (Series B)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2021
- **Founders**: Not publicly available

## Core Business
- **Primary industries**: Health benefits, Fintech (healthcare payments)
- **Target customers**: B2B – small-to-medium businesses and mid-market employers
- **Mission/purpose**: “Building a healthcare system people love”

## Products & Services
- **Thatch Platform**: All-in-one ICHRA-based benefits platform. Employers set a budget; employees choose their own health, dental, and vision insurance from top carriers and spend leftover funds on healthcare costs.
- **Ask Thatch**: AI-powered 24/7 text-based support for compliance, expense verification, and account questions.
- **Thatch Visa Debit Card**: Employees use the card to pay for prescriptions, copays, therapy, and other eligible healthcare costs from their budget.
- **Insurance Marketplace**: Access to plans from national carriers, selected directly by employees.
- **Benefits Marketplace**: Curated ecosystem of health and wellness services available with tax-free allowance.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Total funding of **$84M** (as of April 2025)
- **Notable Investors**: General Catalyst, Index Ventures (led Series A and Series B), Google Ventures (led Seed round)
- **Growth Signals**: 4,000+ employers using Thatch; **208 employees** (monthly growth +10.5%); Series B raised $40M in April 2025; transparent support metrics (CSAT 99.9%, enrollment accuracy 83% vs. industry avg 76%).

## Competitive Advantages
- **ICHRA-native model** offers maximum flexibility and personalization compared to traditional group plans.
- **Works out of the box** with any payroll provider and insurance plan – no integration or implementation required.
- **5-minute setup** and ability to switch any time of year (not just open enrollment).
- **Transparent CX metrics** published publicly (response time, CSAT, enrollment accuracy).
- **Visa debit card** seamlessly extends the budget to out-of-pocket costs.

## Strategic Focus
- Scale employer adoption across SMB and mid-market segments.
- Deepen the benefits marketplace with more high-impact wellness partners.
- Build robust financial infrastructure for balances, premiums, and reimbursements.
- Expand data and analytics capabilities to drive insights and predictive features.

## Why Work Here
- **Remote-first** with optional in-person hubs in San Francisco and Austin.
- **Team caliber**: Colleagues from Stripe, Ramp, Rippling, Shopify, and Robinhood.
- **Energizing offsites** in beautiful locations.
- **Flexible home office budget** for remote work setup.
- **Operating principles**: Bias for action, relentless resourcefulness, high trust environment.
- **20 open roles** across Engineering, Operations, Growth, and Account Management.
- **High impact** at a fast-growing startup redefining healthcare benefits.

## Sources
1. [thatch.com](https://thatch.com/)
2. [thatch.com/company](https://thatch.com/company)
3. [thatch.com/jobs](https://thatch.com/jobs)
4. [LinkedIn](https://www.linkedin.com/company/thatch-com)
5. [CB Insights](https://www.cbinsights.com/company/thatch-2)

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