Director, Product Management Member Service Experience

Thank you for considering Progyny!

The Director of Product Management will lead the strategy roadmap and executionofProgynys internal call center service tools that empower care advocates coaches and service teams to deliver exceptional member support. This role will manage a team of Product Managers and Product Designers focused on improving the systems workflows and experiences that enable high-quality efficient and empathetic service interactions.

This leader will sit at the intersection of technology operations and member experience ensuring that internal service tools not only drive operational excellence but also align closely with themember app and portal product teamto create a seamless connected end-to-end member journey across digital and human touchpoints.

We are looking for a strong people leader and strategic product thinker with a passion for customer-centered design operational workflow optimization and research-informed decision making. The ideal candidate brings a metrics-first mindset a deep curiosity for how service experiences are delivered anda track recordof translating user needs business goals and process complexity into scalable product solutions.

Whatyoulldo

• Lead coach and develop a team ofProduct Managers and Product Designersfocused on the internal tools and workflows that support call center and service operations.
• Own the product strategy and roadmap for internal call center service tooling including platforms workflows and capabilities that enable care advocates and coaches to effectively support members.
• Partner closely with themember app/portal product teamtoensure internal service experiences and member-facing digital experiences are tightly aligned creating a cohesive and consistent member journey across channels.
• Drive a holistic product vision that connects member needs operational workflows business priorities and technology investments.
• Guideproduct research discovery planning and lifecycle management efforts toidentifyfriction points uncover opportunities and prioritize solutions that improve both service delivery and member outcomes.
• Develop compelling workflow maps journey maps and user scenarios that articulate the experience of both internal users and members backed by strong quantitative and qualitative insights.
• Lead efforts to understand and improve how members move between self-service digital experiences and human support channels ensuring handoffs are seamless contextual and effective.
• Partner cross-functionally with stakeholders across operations member services care teams engineering design analytics compliance and member experience leadership to define product requirements and deliver impactful solutions.
• Build strong relationships with stakeholders and internal customers to support ongoing discovery feedback loops adoption and continuous improvement of service tools.
• Monitor business technology and service trends to inform strategy and proactivelyidentifyopportunities to modernize tooling close capability gaps and improve team effectiveness.
• Balance strategic transformation initiatives with tactical enhancements that improve day-to-day workflows productivity and quality of service.
• Definemonitor and analyze product and operational metrics that measure tool effectiveness user satisfaction efficiency and business impact.
• Championa test-and-learn approach by forming hypothesesvalidatingsolutions through experimentation and iterating based on measurable outcomes and user feedback.
• Collaborate closely with engineering and design partners to translate product strategy into actionable roadmaps and high-quality execution.
• Support operational excellence by ensuring service tools are scalable intuitive and aligned to evolving business and member needs.
• Helpdeterminethe internal and external resources capabilities and delivery needsrequiredto execute against the roadmap successfully.

About you

• Demonstrated success aligning internal tools with customer-facing product experiences to create seamless end-to-end journeys.
• Experience using both quantitative and qualitative research toidentifyopportunitiesvalidatehypotheses and inform product direction.
• Strong understanding of journey mapping service design workflow design and systems/process thinking.
• Experience managing backlogs and making thoughtful tradeoffs between strategic priorities and tactical business needs.
• Comfort leading structured discovery and ideation efforts that turn ambiguity into clear plans and actionable roadmaps.
• Familiarity with business and systems analysis process modeling techniques and service workflow optimization.
• Experience defining success metrics and using data to assess product effectiveness operational impact and user outcomes.
• Ability to synthesize insights and communicate clearly to executive stakeholders through strong storytelling artifacts and data-informed recommendations.
• Knowledge of healthcare healthcare navigation care delivery models or regulated environments is strongly preferred.
• A passion for improving both member experiences and the internal systems that make those experiences possible.

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship now or in the future.

About Progyny:

Progyny (Nasdaq: PGNY) is a global leader in womens health and family building solutions trusted by the nations leading employers health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive inclusive and intentionally designed solutions simultaneously benefit employers patients and physicians.

Our benefits solution empowers patients with concierge support coaching education and digital tools;provides access to a premier network of fertility and womens health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.

Our mission is toempower healthier supported journeys through transformative fertility family building and womens health benefits.

Headquartered in New York City Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company CNBC Disruptor 50 Modern Healthcares Best Places to Work in Healthcare Forbes Best Employers Financial Times Fastest Growing Companies Inc. 5000 Inc. Power Partners and Crains Fast 50 for NYC. For more information visit .

Our perks:

• Family friendly benefits: Paid family and parental leave preconception fertility and family building benefits (including egg freezing IVF and adoption support) family and pet care fund and Parents Employee Affiliation Group
• Menopause and midlife care
• Health dental vision and life insurance options for employees and family
• Free in-person virtual and text-based mental health and wellness support
• Paid time off including vacation sick leave personal days and summer flex time
• Company equity
• Bonus program
• 401(k) plan with company match
• Access to on-demand legal and financial advice
• Learning and development programs to help you grow professionally and a mentorship program
• Company social eventsto include annual volunteer day and donation matching
• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York Citys Wage Transparency Law the annual salary wage range for NYC-based applicants is: $165000 - $195000. There are a variety of factors that go into determining a salary range including but not limited to external market benchmark data geographic location and years of experience sought/required. Progyny offers a total compensation package comprised of base salary cash bonus and equity.

Progyny is proud to be anEqual Opportunity and Affirmative Action respect and seek to empower each individual and support the diverse cultures perspectivesskillsand experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race creed color religion sex sexual orientation gender identity or expression national origin disability age genetic information marital status pregnancy or related condition status as a protected veteran criminal history consistent with legal requirements or any other basis protected by law.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process please send an e-mail to

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