Director, Product Management - Member Service Experience

Progyny, Inc.•New York, NY

1d•$165,000 - $195,000•Hybrid

About The Position

Thank you for considering Progyny! 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 the systems, workflows, and experiences that enable high-quality, efficient, and empathetic service interactions. This leader will sit at the intersection of technology, operations, and member experience, ensuring that internal service tools not only drive operational excellence, but also align closely with the member app and portal product team 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, a deep curiosity for how service experiences are delivered, and a track record of translating user needs, business goals, and process complexity into scalable product solutions.

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.
A passion for improving both member experiences and the internal systems that make those experiences possible.

Nice To Haves

Knowledge of healthcare, healthcare navigation, care delivery models, or regulated environments is strongly preferred.

Responsibilities

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.

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