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Own operational success of the General Agency channel: manage GA relationships, lead cross-functional projects, build and maintain SOPs and onboarding, monitor partner performance, and drive scalable partner processes and enablement in collaboration with Sales, Product, Finance, Customer Success, and Operations.

Manage a portfolio of mid-market employer customers as a trusted advisor on benefits strategy and the Thatch platform. Lead renewals, open enrollment, QBRs, and compliance (ICHRA, Medicare, COBRA). Build stakeholder relationships, monitor customer health, drive retention, and collaborate cross-functionally to scale processes, tooling, and customer education.

Own and scale programs that enable Thatch's support: tune AI support agents, manage documentation and knowledge base, run contractor/vendor programs, track cost and quality metrics, and lead cross-functional projects to improve support scalability with executive visibility.