Operations Specialist - Customer & Systems Excellence

Thatch

United States

On-site

USD 90,000 - 115,000

Full time

14 days+

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Benefits offered by this job

Equity

Medical coverage

Dental coverage

Vision coverage

401(k)

Job summary

Thatch, a fast-growing healthcare technology company, is hosting an in-person hiring event in Austin, Texas on September 13–14. The role sits on the Operations team, focusing on day-to-day execution, customer issues, and system processes, collaborating with engineering, product, and go-to-market to deliver reliable experiences.

You will own queues, develop product expertise, and help improve metrics around customer satisfaction and SLA compliance.

Qualifications

Excellent problem-solving skills and ability to diagnose complex issues.
Experience in stakeholder management and cross-functional collaboration.
Background in project management to optimize processes and workflows.
Track record of excellence and self-discipline.

Responsibilities

Own the queues and investigate issues to resolution.
Develop product and platform expertise with cross-functional teams.
Create and refine self-service documentation to reduce dependence on support.
Lead continuous improvement to improve customer satisfaction, resolution time, and SLAs.
Collaborate with Operations leaders to improve reliability.
Challenge status quo and push for innovation in healthcare and operations.
Be available to work weekends during Open Enrollment.