Implementation Manager
- Remote
- All customer & support jobs
- US
About the role
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 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 – 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 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
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. You can read more on Thatch here.
