Operations Lead (Servicing)
About the role
We're on the lookout for an Operations Lead to join Thatch. This role is vital for our company, as you'll spearhead numerous projects and develop internal and external processes to help Thatch’s Operations team scale. The Carrier Operations team connects health insurance carriers with our support, product, and engineering teams. Our goal is to make healthcare simple and effective for every member who joins our platform—a daunting task within the US Healthcare system that we are looking for someone willing to tackle head-on.
This role will lead a key operations function, accountable for operational OKRs, product prioritization, and day-to-day escalation and queue management. We seek a candidate with a proven track record of building and shaping operational functions in fast-growing startups, leveraging data, product, and process for impactful results. This individual must possess the ability to both dive deep into the details of daily execution and step back to strategize and plan the long-term direction of the organization.
A critical focus area for the team is the ongoing reconciliation of our payment infrastructure. This complex function is vital for financial accuracy and stability. Its efficient management directly and positively impacts our members, driving trust and satisfaction through seamless and accurate financial experiences.
What you'll do
- Manage payment reconciliation: Oversee systems ensuring accurate matching of incoming payments to expected receivables, monitor automated tools, resolve discrepancies, and maintain financial data integrity.
- Direct operational workflow: Own the daily task pipeline, prioritize requests, delegate assignments, and ensure timely completion of all operational tasks to meet service level agreements.
- Develop product and processes: Identify and implement improvements to enrollment and payment infrastructure by designing new features, documenting workflows, and collaborating with engineering/product teams for better scalability.
- Manage escalations with Support: Handle complex, high-priority issues escalated by the Support team, coordinate resolution with internal teams, and communicate outcomes to Support and affected customers.
Background we're looking for
- 7+ years in operations, consulting, or related fields at a high-growth startup or management consulting firm
- Track record of building project teams or launching new products/initiatives
- Experience creating effective operational processes in ambiguous environments and managing complex stakeholder relationships
- Strong analytical, problem-solving, and organizational skills
- Bachelor's degree required; MBA or advanced degree is a plus
Experience we’d be particularly excited about
- Experience in health insurance or benefits
- Vendor and operational management expertise
- Process improvements with measurable results
- Diverse job experience with proven significant impact
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:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
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.