Program Manager, Scaled Support

What you'll do

• Own the performance and continuous improvement of Thatch's AI support agent – tuning workflows, monitoring resolution rates, and building the foundations for a system that scales while maintaining high customer satisfaction
• Build and manage the operating cadence for AI support enablement, including reviewing conversation transcripts, tagging breakdowns, and translating findings into concrete knowledge or workflow updates
• Serve as the owner of Thatch's support documentation and knowledge base: establish standards for accuracy and structure, partner closely with product and policy to administer changes, and ensure both AI agents and human support reps are working from the same source of truth
• Own vendor and contractor relationships for outsourced/contracted support capacity – from sourcing and onboarding to performance management and renewals
• Build repeatable, scalable contractor programs (staffing models, SLAs, quality standards, ramp plans) that let support flex capacity efficiently as volume grows, without sacrificing quality or blowing through budget
• Track and report on the metrics that matter to gross margin: cost per contact, AI containment/deflection rates, contractor utilization and quality, and documentation health
• Identify, scope, and drive cross-functional projects with product and engineering teams that improve support scalability
• Oversee goals, timelines, and accountability for each program you own, and report progress to leadership

Background we're looking for

• 5-8+ years of experience in operations, program management, or support operations, ideally within a high-growth startup or scaled operations environment
• A track record of taking on ambiguous, undefined problems and building the systems and process needed to scale them efficiently
• Direct experience with AI/automation support tools (AI agents, chatbots, or similar) and a genuine interest in how AI is changing the shape of customer support
• Experience building or managing documentation/knowledge base programs, including setting standards for quality and keeping content current at scale
• Experience managing vendor or contractor relationships and building staffing/contracting programs from the ground up
• Strong analytical instincts — comfortable defining metrics, building reporting, and using data to prioritize and make the case for change
• Excellent project management skills: you can juggle multiple concurrent programs, keep stakeholders aligned, and consistently deliver
• A bias toward ownership — you don't wait to be told what to fix, and you're comfortable being the person who makes disparate, side-of-the-desk work into a coherent program
• Clear, confident communicator who can work cross-functionally and represent Support's priorities to leadership
• Excited by the mission of building a healthcare system people love, and motivated by the opportunity to shape how support scales at a rapidly growing company

Experience we’d be particularly excited about

• Experience at a fast-growing startup where you built a program or function from scratch, rather than optimizing an already-mature one
• Hands-on experience with support/CX platforms (e.g., Intercom, Zendesk, etc) and their AI/automation tooling specifically, beyond general familiarity with support software
• Strong conviction and reasoning for how a support operations should grow over time – you know how to build a great support organization successfully, and have the track record to prove it
• Background in healthcare, insurance, fintech, or another highly regulated industry
• Experience standing up or scaling a BPO or contractor program from an early stage