Director, Product Management - Member Service Experience

Overview

The Director of Product Management will lead the strategy, roadmap, and execution of Progyny’s internal call center service tools that empower care advocates, coaches, and service teams to deliver exceptional member support. This role will manage a team of Product Managers and Product Designers focused on improving systems, workflows, and experiences that enable high-quality, efficient, and empathetic service interactions. The leader will sit at the intersection of technology, operations, and member experience, ensuring internal service tools drive operational excellence and align with the member app and portal product teams to create a seamless, connected end-to-end member journey across digital and human touchpoints.

We are looking for a strong people leader and strategic product thinker with a passion for customer-centered design, operational workflow optimization, and research-informed decision making. The ideal candidate brings a metrics-first mindset, curiosity about how service experiences are delivered, and a track record of translating user needs, business goals, and process complexity into scalable product solutions.

What You’ll Do

• Lead, coach, and develop a team of Product Managers and Product Designers focused on 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 with the member app/portal product team to ensure internal service experiences and member-facing digital experiences are tightly aligned, creating a cohesive 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 to identify friction points, uncover opportunities, and prioritize solutions that improve service delivery and member outcomes.
• Develop workflow maps, journey maps, and user scenarios that articulate the experience of internal users and members, backed by quantitative and qualitative insights.
• Lead efforts to improve how members move between self-service digital experiences and human support channels, ensuring handoffs are seamless, contextual, and effective.
• Collaborate cross-functionally with 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 to support ongoing discovery, feedback loops, adoption, and continuous improvement of service tools.
• Monitor trends to inform strategy and 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 outcomes and user feedback.
• Collaborate 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.

About You

• 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 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 enable them.

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 the 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

Benefits

• 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 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 and mentorship
• Company social events including annual volunteer day and donation matching
• Flex days (3 days a week in the office) and onsite meals and snacks for employees in the NY office

In compliance with New York City's Wage Transparency Law, the annual salary range for NYC-based applicants is: $165,000 - $195,000. Progyny offers a total compensation package comprising base salary, cash bonus, and equity. This position is an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law. If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please email

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