Operations Specialist HIRING EVENT

Thatch; Austin (TX); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Equity

Medical

Dental

Vision

401(k)

Job summary

Thatch is hosting an in-person hiring event in Austin, Texas, seeking candidates for an Operations role that spans customer and systems work. You’ll own day-to-day execution against OKRs, manage queues, and collaborate with Operations, Engineering, Product, and Go-To-Market teams to deliver reliable experiences for members.

The role emphasizes complex problem solving, high volumes, and a fast-growing tech environment with opportunities to grow as the company scales.

Qualifications

• Excellent problem-solving skills and ability to diagnose complex issues.
• Proven stakeholder management to influence cross-functional teams.
• Experience in project management, optimizing workflows and operations.
• Historically driven to excel and demonstrate high standards.

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 support dependency.
• Lead Continuous Improvement to improve CSAT, resolution time, and SLAs.
• Collaborate with Operations, Product, Engineering to improve reliability.
• Challenge status quo and push for healthcare/ops innovations for customers.
• Be available to work weekends during Open Enrollment periods.

Skills

Problem solving

Stakeholder management

Project management

Ambition/drive

Job description

About the role

Thatch will be hosting an in person hiring event September 13 and 14th at our Thatch office in Austin, Texas (near 3rd & Congress).

Thatch's mission is to build a healthcare system people love. That's an enormous goal – US healthcare is famously broken, and making it simple, affordable, and understandable for every customer on our platform means taking on problems most companies avoid. We're looking for people who want to run at that head on.

This role sits on the Operations team, spanning customer and systems work. You'll own day-to-day execution against operational OKRs and queue management, with a critical focus on customer issues and internal systems processes – complex, high-stakes work that determines whether members can trust the healthcare experience we give them. You'll work closely with operations, engineering, product, go-to-market to make things that are simple for customers and reliable at scale, and you'll need to be equally comfortable in the details of daily execution and in a company that changes shape every few months.

This is not a traditional specialist job. Expect complex issues, high volumes, and high stakes. For someone up for the challenge – rather, someone who relishes the challenge – Thatch will be a launchpad to your career at a fast growing technology company. You'll work alongside deeply experienced, industry leading people, in a culture that's genuinely kind, with room to grow as fast as you can handle. And you'll be fixing something that actually matters.

What you'll do

• Own the queues. Whether it’s customer support or system queues, you will independently investigate and drive issues to resolution
• Develop product and platform expertise, working closely with operations, engineering, product, and go-to-market teams
• Create, maintain, and refine documentation to resolve issues via self-service, reducing dependency on support teams
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as customer satisfaction, resolution time, and service-level agreement compliance
• Collaborate with Operations leaders, advocating to Product and Engineering to improve Thatch based on feedback, ensuring long-term product reliability
• Challenge the status quo and push for innovation in healthcare and operational processes, all for the benefit of our customers
• Be available to work weekends during Open Enrollment, our busiest season — this is a critical period for our members and the team, and reliable coverage matters most when demand is highest

Why Thatch

• Real impact — this role owns outcomes that directly shape whether members trust the healthcare experience we give them
• Training provided — you don't need to arrive with every answer; you need to arrive ready to learn fast
• Growth opportunities — as you prove yourself, we'll hand you more scope, faster than most companies would
• A two-way investment — the more you invest in us, the more we invest in you
• A career, not just a job — we're looking for someone who wants to grow with us and take on more scope over time, not just fill a seat

Background we're looking for

• Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress
• Experience in project management, particularly in optimizing processes, workflows, or operations
• A history of excellence – you have been great at *something* and shown a drive and self-discipline to excel

Experience we’d be particularly excited about

• When you set a goal in mind, you dedicate the time and see things out through the finish line.
• Good isn’t good enough. You hold yourself to a high standard and quality bar.
• Ambiguous challenges excite you – you thoughtfully dive in head first to the unknown, bringing clarity and structure to the situation

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:

• September 9th 3:00pm CT: Applications close
• September 13th or September 14th: 90-minute in-person interview in our Austin office
  • Sunday, 9/13, 2:00–3:30p
  • Sunday, 9/13, 5:00–6:30p
  • Monday, 9/14, 10:00–11:30a
  • Monday, 9/14, 1:30–3:00p
  • Monday, 9/14, 5:00–6:30p
• September 14th or September 15th: 20-minute video meeting with Operations Leadership
• September 14th – September 16th: Decision communicated / offers extended
• September 29th: Start date, in person at our Austin office

Compensation & Benefits

This role includes competitive compensation (based on experience), equity, medical, dental, and vision coverage, a 401(k), and other perks.

Estimated Compensation Range

$90,000 — $115,000 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.