Full-Time Incident Program Manager

About the roleAs our founding Incident Program Manager, you’ll own building the incident response program at Thatch. This includes defining an incident framework that informs the right level of company response, and during leading remediation to improve the reliability, response, and detection of incidents. You will also drive incident handling by owning incidents themselves, coordinating across teams to resolve the issue while communicating to our customers.

We are looking for individuals who operate at the highest level cross-functionally, and feel very comfortable working in ambiguity. You understand when it is necessary to forge ahead, and when it is necessary to take a step back and gather more information to make an informed decision. You are extremely customer focused, always thinking about how Thatch can build a resilient healthcare experience for everyone.

What you’ll do

• Own building the incident program at Thatch.
• Create incident frameworks that account for the issue type, impact, and any other relevant inputs.
• Act as an Incident Response Manager (IRM).
• Drive and own incidents with high urgency, cross-functional collaboration, and accuracy.
• Coordinate and ship communications for customers by determining impact and drafting communications templates.
• Closely work with cross-functional teams to resolve incidents, and build internal infrastructure and processes for reliability, response, and detection of incidents.
• Lead the incident review process and post-mortems.

Background

• You have shown the ability to manage multiple cross-functional issues concurrently.
• You thrive working in fast-paced and sometimes chaotic environments, always pushing forward for a resolution even when the problems are ambiguous.
• You thrive under pressure and maintain composure during high-pressure situations.
• You have a keen sense of balancing when a decision needs to be made versus when additional information gathering is needed to make the right next step.
• You strongly bias for action and act as an owner.
• Strong written and verbal communication skills, understanding how to shape communications out to customers depending on the situation.

Experience

• Prior experience troubleshooting insurance carrier issues.
• Strong data and analytical skills using SQL, Metabase, and other querying tools.

What to expect

• Rigorous interviews based on integrity, talent, and drive.
• 30-minute Zoom meeting with the hiring manager.
• 30-minute Zoom meeting with 3 team members.
• 30-minute Zoom meeting with founders.

What is the last date for applying to the job?

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