Progyny, Inc.

Director

• Lead, coach, and mentor Managers and Supervisors to inspire excellence across all levels of the Member Services team
• Create a culture of accountability, professional growth, and high engagement to attract and retain top talent
• Set performance goals for leaders and their teams, monitor progress, and hold staff accountable to deliver results
• Oversee day-to-day operations of Member Services across multiple channels (phone, email, portal, case management)
• Refine workflows, policies, and procedures to improve efficiency, consistency, and quality of service delivery
• Drive change management initiatives, ensuring successful adoption of new processes and technologies
• Establish and evolve KPIs to monitor team performance, quality, and member satisfaction
• Leverage data-driven insights to identify trends, optimize workflows, and recommend improvements
• Partner with Workforce Management, Quality, and Analytics teams to align staffing, service levels, and performance outcomes
• Partner with Clinical, Product, Technology, and Client Success to ensure seamless execution of member strategies
• Act as the voice of the members in organizational discussions, ensuring escalation paths, communication flows, and collaboration processes are clear
• Support business growth by aligning team performance with organizational objectives and client expectations
• Lead process optimization and continuous improvement efforts that enhance member experience and operational scalability
• Represent Member Services leadership in strategic discussions, highlighting progress, risks, and opportunities

Director of Member Services

Full-stack Engineer

• Work in conjunction with engineering leadership to incorporate strategic objectives and define work plans and resource mobilization models for team
• Ensure effective execution by self and team to achieve delivery objectives
• Provide strategic input and influence with internal and external stakeholders in the domain of healthcare and general user interactions (web, mobile, omnichannel interaction)
• Coordinate best practices with internal / external delivery partners
• Mentor junior engineers in modern software engineering models that focus on contract-first development, shift-left of design and test functions, and distributed software development and release collaboration models
• Mentor engineers and stakeholders in the development and deployment constraints and patterns for scalable platform digital experiences
• Conduct and lead code reviews to ensure the team’s code is high-quality, maintainable and adheres to established standards
• Guide the team in working with our monorepo architecture, ensuring contributions integrate seamlessly and maintain the platform’s overall health and scalability
• Roll up your sleeves and directly contribute to implementation and delivery, supporting multiple aspects of the engineering team when needed

Staff Engineer, Mobile/Web Development

Product Manager

• Thank you for considering Progyny! We are looking for a Senior Product Manager with a strong technical foundation to drive platform and product development across high-impact areas. You will lead the end-to-end lifecycle of new and existing products — from ideation and architecture through delivery and iteration. You’ll work closely with engineering, design, data science, and crossfunctional stakeholders to shape the product vision and translate complex business challenges into scalable digital solutions. Healthcare experience is a plus, but technical depth is essential. What You’ll Do... Define and execute technical product strategy and roadmap in collaboration with engineering and business leadership. Translate platform vision into well-defined product requirements, user stories, and technical use cases. Partner with engineering to evaluate solution architecture trade-offs, define system interactions, and ensure feasibility and scalability. Lead discovery through structured hypothesis-driven experimentation and data validation. Drive platform modernization and technical integration efforts (APIs, microservices, data pipelines, etc.). Ensure delivery of features via agile methodologies, owning the backlog and sprint planning as product owner. Own KPIs and success metrics tied to adoption, performance, and business outcomes. Review and assurance of delivery outcomes against defined requirements Support incident / return to service post-mortems and stakeholder communication efforts on resolution and future roadmap implications

Senior Product Manager, Emerging Technology

Machine Learning Engineer

• Lead a team of data scientists and participate in development and expansion of applied ML methods to analyze member program engagement and support optimization opportunities
• Support the strategic vision for ML and related data science initiatives to analyze member behavior patterns associated with effective outcomes
• Work with third-party and in-house models to balance build vs buy decisions for near-term progress and long-term capability
• Collaborate with Emerging Technologies Engineering to build infrastructure for design, serving, deployment, and monitoring of train/test/deploy processes
• Evaluate and incorporate various sources of member engagement data (call transcripts, interaction history, user analytics, raw financial data) to produce comprehensive member population trends
• Assist with member segmentation/persona development and inform marketing, call center, digital experience, and other operational functions
• Present complex analytical insights to stakeholders in an easy-to-understand and actionable way

Vice President – Machine Learning

Manager

• Responsible for managing multiple supervisors, ensuring achievement of service-level targets, operational efficiency, inventory management and overall customer satisfaction
• Manage the day-to-day operations of the contact center and optimize member-impacting processes and procedures
• Plan, develop teams, and manage performance
• Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency
• Communicate departmental goals and company policies to produce desired results
• Support training and development initiatives for contact center agents
• Analyze contact center data and generate reports for senior management on performance metrics
• Work closely with other departments to enhance cross-functional processes and resolve customer-related issues
• Drive continuous improvement initiatives and attend Member Services impacting meetings and cross-functional collaborations

Contact Center Manager

• Manage the day-to-day operations of the contact center, ensuring that all member impacting processes and procedures are optimized.
• This individual will be leading both Clinical and non-clinical team members
• Develop and implement strategies to improve productivity, member satisfaction, and operational efficiency
• Communicate a clear and consistent message regarding departmental goals and company policies to produce desired results
• Support training and development initiatives for all contact center agents
• Analyze contact center data and generate reports for senior management on performance metrics
• Work closely with other departments to enhance cross-functional processes and resolve customer-related issues
• Drive continuous improvement initiatives within the contact center
• Attend and serve as a liaison in Member Services impacting meetings and cross-functional collaborations

Director of Member Services

Staff Engineer, Mobile/Web Development

Senior Product Manager, Emerging Technology

Vice President – Machine Learning

Contact Center Manager

Contact Center Manager, RN