Product Manager, Members

What you'll do

• Own the member financial infrastructure: member balances, monthly premium payments, reimbursements, and substantiation flows, with a relentless focus on reliability, accuracy, and scale
• Drive the reliability and efficiency roadmap on the member financial side: eliminate the root causes of payment and reimbursement errors, build self-serve capabilities that reduce support ticket volume, and automate the resolution flows that today require manual intervention
• Define and own the instrumentation for member financial flows: work with data and engineering to ensure errors are detected early, performance is measurable, and the team has the visibility to improve continuously
• Collaborate with ops and support to identify the member financial issues that are most costly to serve, and build product solutions that systematically eliminate them
• Own the longer-term member product strategy: develop and maintain a multi-year view of what Thatch needs to build to deliver a differentiated member experience (e.g. HSAs, portable health accounts, AI-powered personalization) and partner with leadership to prioritize and sequence those investments
• Partner with the Member Onboarding PM to ensure the handoff from enrollment to active member is seamless, and that financial accuracy downstream of enrollment is treated as a product responsibility
• Measure the impact of your work: each automation built and each self-serve resolution shipped has a direct and measurable effect on ops cost and member satisfaction at scale

Background we're looking for

• 4–6 years of product management experience, with meaningful ownership of a financial infrastructure, payments, or fintech product
• Strong data fluency: comfortable writing SQL, defining metrics from scratch, and working with data engineers to build dashboards and error-detection instrumentation
• Systematic thinker who is energized by complexity: you want to understand failure modes and root causes, not just the happy path, and you build toward eliminating them
• Strategic range: you can zoom out from the current-quarter roadmap to hold a multi-year view of where a product needs to go, and make the case for sequencing decisions
• Track record of operating independently: defining your own scope, driving cross-functional alignment, and shipping without a lot of hand-holding
• Experience building for scale: you have seen how systems that work at low volumes break under load, and you know how to get ahead of it

Experience we’d be particularly excited about

• Background in fintech, health fintech, or other products that handle real money flows on behalf of users, where payment accuracy has direct member or compliance consequences
• Experience with reimbursement flows, member balance infrastructure, HRA/HSA/FSA administration, or payment reconciliation
• Prior work at a company that scaled through a high-growth period: you’ve built financial systems designed for 10x volume before
• Experience working on products with a significant ops or support dimension: you know that support ticket volume is a product problem, and you’ve built to reduce it
• Exposure to longer-horizon member product strategy: personalization, health financial accounts, care navigation, or AI-powered member tooling in a regulated industry