Director, Product Management - Client Experience
About The Position
Progyny is seeking a Director of Product Management, Client Experience to lead the strategy and roadmap for the products that support employer onboarding, Member Enrollment, client implementation, ongoing client management, and account growth. This leader will own enrollment and enrollment operations, including employer onboarding, file ingestion, coverage context, health plan member IDs, enrollment quality, member search, creation and matching, and MPI capabilities—all leading to accurate and timely Member Enrollment. They will also own client implementation tools used to launch new clients and support existing clients through annual plan-year transitions, as well as Client Success tools used to manage accounts, demonstrate value, identify risks, and support the adoption of additional Progyny products. The Director will manage two product team members and partner with a dedicated engineering squad. Operations, Client Implementation, and Client Success will be the role’s primary stakeholders. This role will also partner closely with the Eligibility Product Lead, who owns benefit eligibility logic and rule governance, including plan rules, the eligibility engine, benefit eligibility verification, and compliance.
Requirements
- 10+ years of product management or related experience, including experience with complex platforms, enterprise workflows, data products, or internal tools.
- 3+ years of people-management experience.
- Demonstrated ability to set product strategy and translate it into an executable roadmap.
- Experience with enrollment, customer onboarding, file ingestion, identity matching, enterprise implementation, or similar operational processes.
- Strong understanding of data validation, integrations, APIs, record matching, or identity-management workflows.
- Experience partnering with engineering teams on technically complex or data-intensive products.
- Ability to simplify manual and fragmented processes through scalable product solutions.
- Strong stakeholder-management, communication, and prioritization skills.
- Comfort working with sensitive data in a regulated environment.
- Commercial judgment and an understanding of how product capabilities can support client retention and expansion.
- Candidates must be based in the United States.
- Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.
Nice To Haves
- Experience in healthcare, benefits, insurance, HR technology, payroll, or enterprise SaaS.
- Familiarity with enrollment, coverage administration, employer data integrations, health plan member IDs, or MPI capabilities.
- Experience building tools for Client Implementation, Operations, or Client Success teams.
- Understanding of the distinction between Member Enrollment and benefit eligibility determination.
Responsibilities
- Define and communicate the product vision, strategy, and roadmap for Client Experience and Member Enrollment.
- Own products and workflows supporting employer onboarding, file ingestion, coverage context, member identity, health plan member IDs, and enrollment quality.
- Improve the accuracy, reliability, transparency, and scalability of enrollment processes.
- Build tools that help teams identify and resolve enrollment errors, duplicate or unmatched members, and data-quality issues.
- Lead the roadmap for internal tools used to implement new clients and transition existing clients into a new plan year.
- Improve implementation workflows, readiness tracking, handoffs, and launch predictability.
- Develop tools that give Client Success teams greater visibility into client configuration, enrollment performance, account health, open issues, and growth opportunities.
- Partner with the Eligibility Product Lead to ensure enrollment data and coverage context support accurate benefit eligibility decisions.
- Establish clear ownership, data interfaces, and shared success measures across enrollment and eligibility.
- Manage, coach, and develop two direct reports.
- Partner with Engineering, Design, Data, Operations, Client Implementation, Client Success, Security, Privacy, and Compliance to deliver measurable outcomes.
- Lead product discovery, prioritization, delivery, adoption, and performance measurement.
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 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
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
