Implementation Manager

Summary

Thatch is a fully distributed early-stage healthcare technology company changing how America accesses healthcare. The Implementation Manager will lead mid-market employer implementations from pre-sale planning through launch and handoff to account management, guiding customers through ICHRA adoption, enrollment, training, integrations, and organizational change. The role also coordinates cross-functional teams and improves scalable implementation processes.

Responsibilities

• 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

Skills

• 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
• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

Benefits

• Fully distributed work environment