Operations & Enablement Associate

Progyny • New York, NY

6d • Hybrid

About The Position

The Operations & Enablement Associate provides embedded operational support across an assigned client market within Progyny’s Client Success & Solutions organization. Working closely with Client Success Managers (CSMs) and the Market Leader, the associate keeps client commitments moving, maintains accurate account records, and surfaces patterns and risks. The role supports CSMs’ strategic client relationships and gives the Market Leader a current view of market priorities. It is part of a growing Operations & Enablement function and reports to the Director of CS Operations & Enablement.

The position also contributes to cross-team operational projects, such as maintaining shared team resources, updating process documentation, and improving operational workflows in alignment with priorities set by CS Operations & Enablement leadership. Candidates must be based in the United States and authorized to work there without current or future sponsorship. This is not a digital nomad or remote international position.

Requirements

• Bachelor’s degree or relevant experience in client success, customer support, operations, or a related business field.
• Strong organizational skills and attention to detail, including the ability to manage competing priorities, maintain accurate records, and reliably follow through.
• Clear written and verbal communication skills, including the ability to summarize complex situations, document decisions, and build effective working relationships across teams.
• Comfort working with data, using reports and summaries to identify trends, validate information, and translate findings into actionable leadership updates.
• Proficiency in or willingness to learn CRM platforms, Microsoft Office, and tools and systems used to manage client work and shared content.
• Sound judgment about when to resolve issues independently, involve a CSM, or escalate to leadership.
• Proactive approach, with the ability to identify next steps, follow up persistently and professionally, and handle confidential information with discretion.
• Must be based in the United States and authorized to work in the United States without sponsorship now or in the future.

Nice To Haves

• Salesforce experience.

Responsibilities

• Track client-related requests, action items, and internal commitments across an assigned market, coordinating ownership, timelines, and next steps through completion.
• Monitor outstanding work for delays, recurring issues, and emerging risks, and provide timely updates to CSMs and the Market Leader.
• Gather and organize information on client issues to support review, resolution, and escalation.
• Maintain and regularly audit client account and contact records, keeping interactions, decisions, and account history accurate, complete, and current.
• Prepare account summaries for client meetings, renewals, and coverage transitions.
• Compile reports on client activity and operational trends across the market, identifying patterns and recurring challenges to inform leadership priorities.
• Partner with the Market Leader to track market priorities, client milestones, and team initiatives, and provide updates on progress, commitments, and risks.
• Prepare materials for team operating reviews and leadership meetings, document action items, and coordinate follow-through on leadership priorities.
• Support coverage planning and account handoffs during leaves or team transitions, identifying gaps and competing deadlines for leadership review.
• Contribute to cross-team operational projects, including maintaining shared team resources, updating process documentation, and improving operational workflows.

Benefits

• Paid family and parental leave.
• Preconception, fertility, and family-building benefits, including egg freezing, IVF, and adoption support.
• Family and pet care fund.
• 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 a mentorship program.
• Company social events, including an annual volunteer day and donation matching.
• Flex days (three days a week in the office) and onsite meals and snacks for employees reporting into the New York office.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level