Thatch

Program Manager, Scaled Support

Remote (US) · Contract

Sponsorship not specified$165k-$185kDetected 14 hours ago

Agentic AIPerformance ManagementCadenceLeadershipProblem Solving

About the role

That worked while we were smaller, but it won't get us to our next stage of growth.
Few roles at Thatch will have a more direct line to both customer experience quality and the health of our business.

Own the performance and continuous improvement of Thatch's AI support agent - tuning workflows, monitoring resolution rates, and building the foundations for a system that scales while maintaining high customer satisfaction
Build and manage the operating cadence for AI support enablement, including reviewing conversation transcripts, tagging breakdowns, and translating findings into concrete knowledge or workflow updates
Serve as the owner of Thatch's support documentation and knowledge base: establish standards for accuracy and structure, partner closely with product and policy to administer changes, and ensure both AI agents and human support reps are working from the same source of truth
Own vendor and contractor relationships for outsourced/contracted support capacity - from sourcing and onboarding to performance management and renewals
Build repeatable, scalable contractor programs (staffing models, SLAs, quality standards, ramp plans) that let support flex capacity efficiently as volume grows, without sacrificing quality or blowing through budget

This listing is sourced directly from Thatch's careers page and normalized into a canonical job model.