Senior Program Manager – Global Surgical Sales Excellence
Medtronic
PMP
Director of Member Services
Progyny, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $115,000 - $135,000 per year
Job Level
Lead
Tech Stack
PMP
About the role
- 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
Requirements
- 10+ years of experience in contact center/member services leadership
- At least 5 years leading large-scale teams (100+ employees)
- Proven ability to coach, mentor, and hold leaders accountable while fostering a positive, engaged culture
- Strong expertise in contact center KPIs, reporting, workforce planning, and quality management
- Demonstrated success in process improvement, change management, and scaling operations
- Exceptional communication and interpersonal skills; ability to inspire confidence and build trust across all levels
- Experience collaborating with cross-functional teams to integrate operations into broader business strategies
- Bachelor’s degree required; advanced degree or professional certifications (PMP, Six Sigma, Leadership Development) preferred
- Must be authorized to work in United States without the need for sponsorship, now or in the future
