Program Manager, Operations Enablement

About the role

Thatch's mission is to build a healthcare system people love. This requires a first-class Operations organization that provides top-level service to our customers. We strive to set a new standard for service in the healthcare industry—focused around our deep "members first" mentality—while also recognizing the need to scale efficiently over time to build a lasting company.

The Program Manager, Operations Enablement will own the delivery of our Operations onboarding program across the various teams. You'll engage with new hires, current team members, and Operations leaders to enhance their understanding of Thatch's products, processes, and tooling. You'll collaborate closely with cross-functional teams to ensure that training content is not only informative but also engaging and relevant. This is a high-impact role with real ownership—scaling knowledge and expertise as the Operations team grows is critical to the success of Thatch.

Responsibilities

• Build the Operations enablement function from scratch, with real ownership and impact
• Lead onboarding training sessions, ensuring an engaging and effective training experience for new hires
• Build strong relationships with stakeholders to identify their unique enablement needs and Operations skills gaps
• Collaborate with subject matter experts to develop engaging training materials, including presentations, role-plays, and interactive exercises that enhance efficiency and drive business outcomes
• Tailor content and information to various roles, segments, and sales motions, demonstrating empathy for operators
• Assess training effectiveness through participant feedback and performance metrics, iterating on content and delivery methods as needed
• Provide ongoing coaching and support to Operations team members to reinforce learning and drive continuous improvement
• Represent a macro-optimistic, exothermic team and be the first face many see as an onboarding trainer
• Help drive a learning culture at Thatch by building strong relationships with stakeholders in your region

Requirements

• 3-5 years of experience in operations, enablement, or a related field, with a focus on onboarding or skills development
• A passion for teaching, a strong grasp of adult learning principles, and the ability to deliver engaging, hands-on programs while representing a positive and collaborative team
• Proven ability to design and deliver engaging training sessions, both virtual and in-person
• Ability to really get into the details—you have a passion for intimately understanding the product, tools, and processes you are building programs for
• Excellent communication and presentation skills, with the ability to work cross-functionally with senior leaders and subject matter experts and to quickly convey complex concepts in simple terms
• Strong organizational skills and attention to detail, with the ability to manage multiple training initiatives simultaneously
• A proactive and adaptable mindset, capable of navigating ambiguity and changing priorities

Nice-to-have experience

• Experience scaling enablement at early-stage companies
• Familiarity with learning management systems (LMS) and e-learning tools
• Strong facilitation skills with experience in coaching and mentoring

Pay

Estimated compensation range: $130,000—$150,000 USD

About Thatch

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.