Director of Member Services

Thank you for considering Progyny!

The Director of Member Services will lead a high-performing team of 120+ professionals, including Managers, Supervisors, and Patient Care Advocates (PCAs), dedicated to delivering world-class service to Progyny members. This role is responsible for driving operational excellence, developing leadership capability, and fostering a culture of accountability, innovation, and empathy in a fast-paced, high-demand environment.

The ideal candidate is a strategic and hands-on leader who excels at communication, coaching, mentoring, and process improvement. They will champion the voice of the members, ensuring every interaction reflects Progyny’s mission of making family building accessible and supported.

What you’ll do…

• Leadership & Team Development

  • 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.

• Operational Excellence

  • 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.

• Performance Management & Analytics

  • 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.

• Cross-Functional Collaboration

  • Partner with internal stakeholders (Clinical, Product, Technology, Client Success) to ensure seamless execution of member strategies.

  • Act as the voice of the members in organizational discussions, bringing forward insights to inform company-wide initiatives.

  • Ensure escalation paths, communication flows, and collaboration processes are clear and consistently executed.

• Strategic Impact

  • 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.

About you…

• 10+ years of experience in contact center/member services leadership, with 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.

Please note: 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 trans