Project Manager, Contact Center Operations

Thank you for considering Progyny!

The Contact Center Project Manager is responsible for planning, coordinating, and executing initiatives that impact contact center operations. This role ensures projects are delivered on time, within scope, and with a clear understanding of operational impact—while protecting service levels, efficiency, and employee experience. 

This role serves as the central intake and governance point for all contact center change initiatives. You will need to demonstrate strategic thinking by understanding the “why” behind project activities, maintaining a big picture perspective, and aligning work with the organization’s long term objectives.

What you'll do...

Project Intake & Governance 

• Manage centralized intake of all initiatives impacting the contact center. 

• Assess project requests for volume, staffing, AHT, and operational impact. 

• Ensure initiatives follow established approval and prioritization processes. 

Project Execution 

• Develop detailed project plans including timelines, dependencies, risks, and deliverables. 

• Coordinate cross-functional partners including Operations, WFM, Enablement, IT, and Analytics. 

• Monitor progress and escalate risks or delays as needed. 

Change & Readiness Management 

• Partner with Enablement to ensure training and communication plans are in place. 

• Ensure operational readiness prior to implementation. 

• Support post-launch stabilization and issue resolution. 

Benefit Tracking 

• Define success metrics for each initiative. 

• Track expected versus actual benefits and operational outcomes. 

• Provide leadership with visibility into project impact and ROI. 

Key Performance Indicators 

• On-Time Project Delivery 

• Scope & Timeline Adherence 

• Accuracy of Impact Assessments 

• Benefit Realization Rate 

• Change Failure / Rework Rate 

About you...

• Bachelor’s degree or equivalent experience required in business, project management or similar 

• 5+ years of project management experience 

• Project Management Certification strongly preferred CAPM, PMP or  PgMP 

• Experience in contact center, operations, or service environments preferred 

• Strong organizational, communication, and stakeholder management skills 

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 women’s health and family building solutions, trusted by the nation’s 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 women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.  

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s 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 Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com. 

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 an