Incident Program Manager
About the role
As our founding Incident Program Manager, you’ll own building the incident response program at Thatch. This includes, but is not limited to: 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 answers 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. You will create incident frameworks that account for the issue type, impact, and any other relevant inputs.
- Act as an Incident Response Manager (IRM). You will drive and own incidents with a high level of urgency, cross-functional collaboration, and accuracy. You will also coordinate and ship communications for customers by determining impact and drafting communications templates.
- You will 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-mortums.
Background we're looking for
- 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 a 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 we’d be particularly excited about
- Prior experience troubleshooting insurance carrier issues.
- Strong data and analytical skills using SQL, Metabase, and other querying tools.
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 Zoom meeting with the hiring manager to dive deeper into your experience and the role
- 30 minute Zoom meeting to meet 3 members of the team
- 30 minute Zoom 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.
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