Thatch

51-200 employees
13 jobs posted

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Program Manager, Scaled Support

Added

9 days ago

Location

🌍 North America

Type

Full time

Salary

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Related skills

data analytics intercom ai zendesk vendor management

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📋 Description

Own AI support agent performance and scale workflows to keep CSAT high.
Build operating cadence for AI enablement, transcript reviews, and updates.
Own Thatch's knowledge base; ensure accuracy and a single source of truth.
Manage vendor/contractor relationships, onboarding, performance, renewals.
Create scalable staffing programs with SLAs and ramp plans.
Define metrics for gross margin and report progress to leadership.

🎯 Requirements

5-8+ years in operations, program management, or support ops (high-growth startups)
Proven track record turning ambiguous problems into scalable systems
Direct experience with AI/automation tools (AI agents, chatbots)
Experience building/maintaining docs/knowledge bases at scale
Experience managing vendor/contractor relationships and staffing programs
Strong analytical instincts: metrics, reporting, data-driven prioritization

🎁 Benefits

Fully distributed remote-friendly company
High-velocity, mission-driven environment
Opportunity to shape healthcare tech and scale support
Collaborative, cross-functional culture with product and policy partners

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