Operations Specialist HIRING EVENT

Thatch

9h•$90,000 - $115,000•Onsite

About The Position

Thatch is seeking an Operations Specialist to join their Operations team. This role involves daily execution against operational OKRs and queue management, with a focus on customer issues and internal systems processes. The specialist will work closely with operations, engineering, product, and go-to-market teams to create simple and reliable solutions at scale. The position requires comfort with both daily execution details and adapting to a rapidly changing company environment. This is a challenging role with complex issues, high volumes, and high stakes, offering a launchpad for career growth within a fast-growing technology company. The role emphasizes working alongside experienced professionals in a kind culture with opportunities for rapid growth, contributing to meaningful improvements in the healthcare system.

Requirements

Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
Experience in project management, particularly in optimizing processes, workflows, or operations.
A history of excellence, demonstrating drive and self-discipline to excel.
Ability to dedicate time and see things through to completion when a goal is set.
High personal standard and quality bar.
Comfort with ambiguous challenges, thoughtfully diving into the unknown and bringing clarity and structure.

Responsibilities

Own the queues, independently investigating and driving customer support and system queue issues to resolution.
Develop product and platform expertise by working closely with operations, engineering, product, and go-to-market teams.
Create, maintain, and refine documentation to enable self-service issue resolution, reducing dependency on support teams.
Lead continuous improvement initiatives to achieve key performance metrics such as customer satisfaction, resolution time, and service-level agreement compliance.
Collaborate with Operations leaders and advocate to Product and Engineering for improvements based on feedback, ensuring long-term product reliability.
Challenge the status quo and drive innovation in healthcare and operational processes for customer benefit.
Be available to work weekends during Open Enrollment, the company's busiest season.