(Senior) Team Lead, Progyny Global Care Advocates (m/f/x)

Who We Are

At Progyny Global were on a mission to make fertility pregnancy and family-forming care accessible worldwide. As part of Progyny Inc. we combine world-class clinical expertise with groundbreaking technology to deliver inclusive culturally competent support for families everywhere.

Our Global Care Advocates help members navigate our services access care in their local market and provide personalised guidance through scheduled calls and ongoing communication. They offer expert support across fertility pregnancy and menopause helping members understand their options prepare for next steps and feel informed supported and empowered throughout their journey.

Were now seeking a Team Lead Global Member Care to help us scale and deliver exceptional support globally.

Your Mission

As our (Senior) Team Lead Global Member Care youll inspire coach and develop a high-performing international team while ensuring world-class service for our members. Reporting to the Director of Global Member Experience youll lead the day-to-day operations of our Global Care Advocate team and drive operational excellence in a fast-scaling environment.

Tasks

What Youll Do

Lead & Develop the Team

• Manage mentor and grow an international multilingual team of Progyny Global Care Advocates providing expert support in fertility pregnancy and menopause.
• Foster collaboration accountability and continuous improvement.
• Achieve key performance indicators by coaching individuals to deliver strong member engagement satisfaction and productivity.
• Provide regular feedback and enable continuous upskilling to help team members reach their full potential.

Drive Operational Excellence

• Establish and maintain clear processes quality standards and performance metrics to ensure timely accurate and empathetic member support.
• Manage schedules resources and escalations to maintain service levels during periods of high demand.
• Lead by example to cultivate a culture of empathetic care ensuring the needs of members and providers are met exceptionally well while balancing company priorities and resources.
• Surface insights trends and recommendations to leadership.
• Ensure the team remains aligned with broader organizational objectives and lead effectively through change.

Oversee Knowledge Management

• Ensure our global knowledge system contains accurate comprehensive and up-to-date information for all countries in the areas of menopause pregnancy and fertility.
• Plan and coordinate regular updates to the knowledge base including timelines responsibilities and quality controls.
• Review and validate country-specific information for accuracy completeness and relevance.
• Continuously improve the structure format and documentation standards to ensure the knowledge base is easy to maintain scalable and user-friendly.
• Manage team contributions to maintain high-quality accessible resources that support both members and internal teams.

Requirements

What You Bring

• 6 years experience in healthcare social services digital health or another fast-paced setting including 2 years team leadership.
• Experience in womens health (e.g. fertility pregnancy menopause) and/or clinical licensure (e.g. nursing social work) is a strong plus.
• Strong skills in process design goal setting and data-driven decision-making.
• Proven ability to motivate teams improve efficiency and manage change.
• Skilled at bringing structure to complex situations and comfortable with hands-on problem solving.
• Fluent in English; additional languages and experience managing remote or international teams are an advantage.

Benefits

Why Join Us

Competitive salary: 60000 to 75000/year (based on experience)
Bonus & equity package
Access to the Progyny Global platform 5000 family-building benefit
1:1 mental health sessions & wellness support via Nilo Health
Sustainable mobility: Dance bike or BVG ticket
Urban Sports Club membership discount
Hybrid model: 2 days/week remote
8 weeks/year remote from anywhere
Inclusive mission-driven culture built on care collaboration and innovation

We believe that great leaders come from diverse backgrounds. If youre passionate about building high-performing teams delivering world-class care and shaping the future of global member experience wed love to hear from you.