Operations Lead (Customer Operations)

About the role

The Servicing Operations team is the engine room of Thatch - the people who make sure reimbursements land in members' accounts on time, that employers get onboarded and stay paid up, and that the workflows behind every customer interaction work the way they should. It's the work most people never see when it goes well, and the work everything depends on when it doesn't. As Operations Lead, you'll own daily execution across our member and employer ops pods. Work streams like reimbursements, substantiations, Medicare, KYB/KYC, billing collections, and employer churn fall under your domain. You'll also build. The ops function at Thatch is still being shaped: new workstreams need to be stood up, existing ones refined, metrics and SLAs defined, and the infrastructure put in place to track outcomes consistently. You'll be the operational and cultural backbone of the team - coaching specialists, owning escalations, jumping into the queue when it counts, and partnering cross functionally to remove the friction in our customer experience caused by missing or inefficient processes, and to build an ops function ready for the scale ahead. This is a role for leaders who find genuine satisfaction in process design, coaching people into their next chapter, and the operational work that lets a fast-growing benefits platform deliver a great customer experience today and be ready for what comes next.