Program Manager, Scaled Support

About the Role

Thatch’s mission is to build a healthcare system people love, and our customers expect a support experience that is fast, personal, and trustworthy at every touchpoint.

Our support team is growing quickly, and this Program Manager, Scaled Support role will own and scale the programs that enable that growth.

This foundational, high‑visibility role will shape how well Thatch can support a rapidly expanding customer base without a proportional increase in cost.

Responsibilities

• Own the performance and continuous improvement of Thatch’s AI support agent – tuning workflows, monitoring resolution rates, and building 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 allow support to 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 that improve support scalability.
• Oversee goals, timelines, and accountability for each program, and report progress to leadership – this role will have high executive visibility.

Qualifications

• 5-8+ years of experience in operations, program management, or support operations, ideally within a high‑growth startup or scaled operations environment.
• A proven track record of taking on ambiguous, undefined problems and building the systems and processes 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 transforming customer support.
• Experience building or managing documentation/knowledge base programs, including setting quality standards 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: juggling multiple concurrent programs, aligning stakeholders, and delivering consistently.
• A bias toward ownership – you don’t wait to be told what to fix, and you can turn disparate side‑of‑the‑desk work into a coherent program.
• Clear, confident communication across cross‑functional teams and the ability to represent Support’s priorities to leadership.
• Passion for Thatch’s mission of building a healthcare system people love, and motivation to shape how support scales in a rapidly growing company.

Experience We’d Be Particularly Excited About

• Building a program or function from scratch in a fast‑growing startup, rather than optimizing an already mature one.
• Hands‑on experience with support/CX platforms (e. g., Intercom, Zendesk) and their AI/automation tooling specifically.
• Strong conviction and reasoning for how a support operations should grow over time – proven track record of building a great support organization.
• Background in healthcare, insurance, fintech, or another highly regulated industry.
• Experience standing up or scaling a BPO or contractor program from an early stage.

Compensation

Estimated Compensation Range: $165,000 — $185,000 USD.

Company

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.

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