Operations Manager, Employer Support
Leads and scales Thatch’s Employer Support organization, managing support leaders and specialists while establishing operational strategy, metrics, processes, and a customer-first culture. Requires 5+ years leading support teams and strong cross-functional project and communication skills.
About the job
Responsibilities
- Lead and scale the Employer Support organization, standing up new teams as business needs evolve.
- Hire, coach, and develop support specialists and managers.
- Set operational strategy, team goals, performance metrics, and accountability standards.
- Partner with operations, sales, go-to-market, and other cross-functional leaders to scale the business while maintaining customer experience.
- Track, analyze, and regularly report on team performance.
- Build a customer-first, high-accountability, scale-oriented culture.
- Recruit, train, draft team policies, define processes, and drive structural improvements.
- Deliver complex operational projects involving multiple stakeholders.
Requirements
- 5+ years of experience building and leading support teams in fast-changing environments.
- Experience managing support managers, specialists, technical account managers, or premium support functions.
- Strong collaboration and relationship-building skills in complex environments.
- Excellent written and verbal communication.
Nice-to-haves
- Experience in fintech, healthtech, or a comparable industry.
- Strong AI fluency and an AI-first approach to improving operational efficiency, team output, or customer support experiences.
- Ability to work effectively across tactical day-to-day execution and strategic planning.
Compensation
- Estimated compensation range: $135,000–$175,000 USD annually.
Skills
Support Operations, Team Leadership, Performance Metrics, Operational Strategy, Recruiting, Training, Process Design, Project Management, Artificial Intelligence, Cross-Functional Collaboration
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