Head of Employer Support Operations

Thatch Health; Austin, Northern (TX, KY); Hybrid; USD 135,000 - 175,000; Full time

Job summary

Thatch Health in Austin, TX seeks an Operations Manager, Employer Support to lead a growing team responsible for delivering fast, personal, and trustworthy support to employer clients.

You'll hire, coach, and scale a team, set operational strategy and metrics, and partner with sales and go-to-market to align on customer outcomes. This role emphasizes accountability and a customer-first culture.

Qualifications

• 5+ years building and leading support teams.
• Experience managing support managers and specialists.
• Strong collaboration and relationship-building.
• Ability to deliver complex operational projects.
• Excellent written and verbal communication.

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.
• Set operational strategy and metrics with clear accountability.
• Collaborate with operations and cross-functional leaders to scale without harming customer experience.
• Track and report team performance on a regular cadence.
• Champion Thatch's customer-centric philosophy and values.
• Drive structural improvements through policies, processes, and recruitment.

Skills

People leadership

Cross-functional collaboration

Operational planning

Communication

Metrics & reporting

Team scaling

Job description

Thatch Health in Austin, TX seeks an Operations Manager, Employer Support to lead a growing team responsible for delivering fast, personal, and trustworthy support to employer clients.

You'll hire, coach, and scale a team, set operational strategy and metrics, and partner with sales and go-to-market to align on customer outcomes. This role emphasizes accountability and a customer-first culture.