Thatch
Operations Manager, Employer Support
$135K–$175K
Austin, Texas, United States · Manager · Full-time · Posted Sep 3, 2026
- Experience
- 5+ years building and leading support teams in fast-changing environments.
About the job
Manages and scales Thatch’s Employer Support organization, setting its operating strategy and metrics while ensuring employers and brokers receive effective, customer-focused support.
What you'll do
- Lead, hire, coach, and grow support teams, including establishing new teams as needed.
- Set operational strategy, track team performance, and report on results and accountability.
- Partner with operations and cross-functional leaders to scale the business while maintaining customer experience.
What they ask for
- 5+ years building and leading support teams in fast-changing environments.
- Experience managing support managers, specialists, technical account managers, and/or premium support functions.
- Ability to collaborate across complex environments, build productive relationships, and deliver multi-stakeholder operational projects.
- Excellent written and verbal communication.
Nice to have
- Background in fintech, healthtech, or a comparable industry.
- AI fluency and experience using AI tools to improve operational efficiency, team output, or customer support.
Pay
$135,000 — $175,000 USD (base salary)
AI focus
Preferred: use AI tools to make operations more efficient, increase team output, or improve customer support experiences.
Model-written summary · the original posting is authoritative