实施经理
Implementation Manager
职位描述
我们正在寻找一名实施经理，带领我们不断增长的中型企业客户群体完成向 Thatch 的转型——从最初的规划到成功过渡到账户管理。
从传统的团体健康计划转向 ICHRA（也称为 CHOICE）不仅仅是技术实施。这要求雇主和计划管理员采用新的思维方式、新流程以及新的福利沟通方式。你将在这一变革过程中担任值得信赖的指导者，帮助客户做出明智的决策，准备他们的团队，并为员工提供顺畅的入职体验。
这个职位适合那些拥有极其高效的流程、清晰沟通能力，并能将复杂、跨职能的工作变得有序的人。你应该对技术充满好奇心，能够处理数据集成工作，但不需要是工程师。你还将深入掌握健康福利和 ICHRA（也称为 CHOICE）的知识，并成为新客户的可信赖顾问。
你将负责
- 从售前规划到上线及后续交接，全程负责实施工作。
- 制定并管理清晰的项目计划、时间表、里程碑、依赖关系和升级路径。
- 引导客户完成采用 ICHRA 所需的运营和组织变化。
- 教育和培训雇主和计划管理员，让他们掌握知识并有信心管理新的福利模式。
- 制定针对每个雇主员工队伍的入职策略和员工沟通计划。
- 协调入职准备，包括资格数据、薪资输入、集成、测试和问题解决。
- 与现场账户经理紧密合作，提供协调一致、高关注度的实施体验。
- 在交接前与销售团队合作，验证范围、发现风险并设定明确期望。
- 在上线后与账户管理团队合作，确保顺利过渡到持续的客户关系。
- 在内部团队之间进行协调，包括产品、运营、支持和合规团队，以推动实施进展。
- 识别重复出现的痛点，并将所学转化为更强大、可扩展的实施流程。
我们希望你具备以下背景
- 有领导客户实施、入职项目、变革管理计划或类似复杂项目的经验。
- 具有强大的项目管理和推进能力。
查看英文原文
About Thatch
For most people, health insurance is something that happens to them: a plan chosen by someone else, with little room to fit their life. Thatch is changing that. We help companies give every employee a real healthcare budget instead of a one-size-fits-all plan, so people can choose the coverage and care that works for them, and employers get predictable costs they can control.
It’s a simple idea, but making it real means solving hard problems across healthcare, payments, and technology, and we’re just getting started. We look for people who like solving complex problems, use good judgment, and are comfortable working through ambiguity. People here care deeply about our customers, take real responsibility for what gets built, and are driven by doing work that matters.
About the role
We’re looking for an Implementation Manager to lead our growing segment of mid-market employers through the transition to Thatch – from initial planning through a successful transition to account management.
Moving from a traditional group health plan to an ICHRA, also known as CHOICE, is more than a technical implementation. It requires employers and plan administrators to adopt a new mindset, new processes, and a new way of communicating about benefits. You’ll serve as a trusted guide throughout that change, helping customers make informed decisions, prepare their teams, and deliver a smooth enrollment experience for employees.
This role is ideal for someone who runs exceptionally sharp processes, communicates clearly, and can bring order to complex, cross-functional work. You should be technically curious and comfortable working with data integrations, but you do not need to be an engineer. You’ll also develop deep expertise in health benefits and ICHRA, also known as CHOICE, – and will become a trusted advisor to your new customers.
What you'll do
- Own implementations from pre-sale planning through launch and post-implementation handoff.
- Build and manage clear project plans, timelines, milestones, dependencies, and escalation paths.
- Lead customers through the operational and organizational changes required to adopt an ICHRA.
- Educate and train employers and plan administrators, giving them the knowledge and confidence to manage their new benefits model.
- Develop enrollment strategies and employee communication plans tailored to each employer’s workforce.
- Coordinate enrollment readiness, including eligibility data, payroll inputs, integrations, testing, and issue resolution.
- Partner closely with Field Account Managers to deliver a coordinated, high-touch implementation experience.
- Collaborate with Sales before handoff to validate scope, surface risks, and set clear expectations.
- Work with Account Management after launch to ensure a seamless transition into the ongoing customer relationship.
- Coordinate across internal teams, including Product, Operations, Support, and Compliance, to keep implementations moving.
- Identify recurring friction points and turn what you learn into stronger, more scalable implementation processes.
Background we're looking for
- Experience leading customer implementations, onboarding programs, change-management initiatives, or similarly complex projects.
- Strong project and process management skills, with a record of keeping multiple stakeholders aligned and accountable.
- Excellent customer communication, facilitation, education, and training skills.
- The ability to translate unfamiliar or technical concepts into clear, practical guidance.
- Comfort working with customer data, file transfers, system integrations, and technical partners.
- Sound judgment and the ability to anticipate risks, manage competing priorities, and escalate issues early.
- Confidence working cross-functionally and influencing people without direct authority.
Experience we’d be particularly excited about
- Curiosity and the motivation to develop deep expertise in ICHRA, also known as CHOICE, and the broader benefits industry.
- Benefits, HR technology, payroll, or healthcare experience is helpful but not required.
What to expect
We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:
- 30 minute video meeting to talk through your background and interest in Thatch
- 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute video meeting to meet 2-3 members of the team
- 30 minute video meeting with our founders to discuss your approach to culture and our operating principles
Estimated Compensation Range
$95,000—$120,000 USD