Implementation Manager

Thatch Health; Northern (KY); Hybrid; USD 95,000 - 120,000; Full time

Job summary

Thatch is seeking an Implementation Manager to lead mid-market customers through the transition to Thatch services, from pre-sale planning to post-implementation handoff. You’ll guide customers through ICHRA adoption, align on timelines, data needs, and enrollment readiness, acting as a trusted advisor throughout the process.

The role requires sharp process discipline, clear communication, and the ability to coordinate across Product, Operations, Support, and Compliance.

Qualifications

• Experience leading customer implementations or onboarding programs.
• Strong project and process management with multiple stakeholders.
• Excellent customer communication, facilitation, and training skills.

Responsibilities

• Own implementations from pre-sale planning through launch and post-implementation handoff.
• Build and manage clear project plans, timelines, milestones, dependencies, and escalation paths.
• Lead customers through operational and organizational changes to adopt an ICHRA.
• Educate and train employers and plan administrators on the new benefits model.
• Develop enrollment strategies and employee communication plans for each employer.

Skills

Project management

Stakeholder management

Customer communication

Change management

Data integrations

Job description

Back to all Roles

Implementation Manager at Thatch

Location

Remote (US)

Compensation

$95,000 - $120,000 USD

About the role

We’re looking for an Implementation Manager to lead our growing segment of mid-market employers through the transition to Thatch – from initial planning through a successful transition to account management.

Moving from a traditional group health plan to an ICHRA, also known as CHOICE, is more than a technical implementation. It requires employers and plan administrators to adopt a new mindset, new processes, and a new way of communicating about benefits. You’ll serve as a trusted guide throughout that change, helping customers make informed decisions, prepare their teams, and deliver a smooth enrollment experience for employees.

This role is ideal for someone who runs exceptionally sharp processes, communicates clearly, and can bring order to complex, cross-functional work. You should be technically curious and comfortable working with data integrations, but you do not need to be an engineer. You’ll also develop deep expertise in health benefits and ICHRA, also known as CHOICE, – and will become a trusted advisor to your new customers.

What you'll do

• Own implementations from pre-sale planning through launch and post-implementation handoff.
• Build and manage clear project plans, timelines, milestones, dependencies, and escalation paths.
• Lead customers through the operational and organizational changes required to adopt an ICHRA.
• Educate and train employers and plan administrators, giving them the knowledge and confidence to manage their new benefits model.
• Develop enrollment strategies and employee communication plans tailored to each employer’s workforce.
• Coordinate enrollment readiness, including eligibility data, payroll inputs, integrations, testing, and issue resolution.
• Partner closely with Field Account Managers to deliver a coordinated, high-touch implementation experience.
• Collaborate with Sales before handoff to validate scope, surface risks, and set clear expectations.
• Work with Account Management after launch to ensure a seamless transition into the ongoing customer relationship.
• Coordinate across internal teams, including Product, Operations, Support, and Compliance, to keep implementations moving.
• Identify recurring friction points and turn what you learn into stronger, more scalable implementation processes.

Background we’re looking for

• Experience leading customer implementations, onboarding programs, change-management initiatives, or similarly complex projects.
• Strong project and process management skills, with a record of keeping multiple stakeholders aligned and accountable.
• Excellent customer communication, facilitation, education, and training skills.
• The ability to translate unfamiliar or technical concepts into clear, practical guidance.
• Comfort working with customer data, file transfers, system integrations, and technical partners.
• Sound judgment and the ability to anticipate risks, manage competing priorities, and elevate issues early.
• Confidence working cross-functionally and influencing people without direct authority.

Experience we’d be particularly excited about

• Curiosity and the motivation to develop deep expertise in ICHRA, also known as CHOICE, and the broader benefits industry.
• Benefits, HR technology, payroll, or healthcare experience is helpful but not required.

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 our founders to discuss your approach to culture and our operating principles

Equal Employment Opportunity Information

To help us comply with federal and state equal opportunity employment regulations, we invite you to voluntarily provide the following demographic information. This data is collected for statistical reporting purposes only and plays no role in the evaluation of your application. Your decision to provide or withhold this information will not impact your candidacy in any way. We appreciate your participation in helping us foster a fair and inclusive hiring process.