Progyny, Inc.

Director, Product Management – Member Service Experience

Progyny, Inc.

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $165,000 - $195,000 per year

Job Level

Lead

About the role

  • Lead, coach, and develop a team of Product Managers and Product Designers focused 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 the member app/portal product team to ensure 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.
  • Guide product research, discovery, planning, and lifecycle management efforts to identify friction 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 proactively identify opportunities 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.
  • Define, monitor, and analyze product and operational metrics that measure tool effectiveness, user satisfaction, efficiency, and business impact.
  • Champion a test-and-learn approach by forming hypotheses, validating solutions 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.
  • Help determine the internal and external resources, capabilities, and delivery needs required to execute against the roadmap successfully.

Requirements

  • Demonstrated success aligning internal tools with customer-facing product experiences to create seamless end-to-end journeys.
  • Experience using both quantitative and qualitative research to identify opportunities, validate hypotheses, 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.
Benefits
  • Paid family and parental leave
  • Preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support)
  • Family and pet care fund
  • 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 events to 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product strategyroadmap developmentjourney mappingservice designworkflow designdata analysisbacklog managementprocess modelingservice workflow optimizationmetrics definition
Soft Skills
leadershipcoachingcollaborationcommunicationstorytellingrelationship buildingstrategic thinkingproblem-solvingadaptabilityuser advocacy