Operations Lead (Member Servicing)

Job description

About the role Member Servicing owns frontline member support and the daily operational work required to ensure members have a seamless experience with Thatch. This team is central to our mission of building a healthcare system people love. As Operations Lead, you'll be the operational and cultural backbone of the team. You'll move fluidly between hands-on execution and strategic problem-solving—ensuring core workstreams are well managed, pressure-testing and refining processes, coaching specialists through tough cases, managing escalations, and driving consistent, measurable progress toward better servicing outcomes. This is a role for leaders who find genuine satisfaction in frontline operations, coaching and mentorship, and the gritty, behind-the-scenes work required to deliver a best-in-class member experience. What you'll do: - Own the delivery of member services – oversee daily execution of member support queue and processing tasks, manage team scheduling to ensure adequate coverage during business hours and peak volume periods. - Develop and coach your team – run 1:1s, deliver feedback that drives improvement, and mentor specialists to grow their impact. - Scale member servi...