Operations & Enablement Associate
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, this role keeps client commitments moving, maintains accurate account records, and surfaces patterns and risks. It supports CSMs’ strategic client relationships and gives the Market Leader a current view of market priorities. The role is part of a growing Operations & Enablement function and reports to the Director of CS Operations & Enablement. The associate coordinates client-related requests and internal commitments, monitors outstanding work, and organizes information to support review, resolution, and escalation. The role maintains and audits account and contact records, prepares account summaries, and compiles reports on client activity and operational trends. It also partners with the Market Leader on market priorities, milestones, operating reviews, coverage planning, and account handoffs. Additional contributions include cross-team projects such as maintaining shared resources, updating process documentation, and improving operational workflows. Candidates must be based in the United States and authorized to work in the United States without current or future visa sponsorship. The position is not a digital-nomad or remote-international role. Flex days are offered, with employees reporting to the New York office working in the office three days per week.
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 follow through reliably.
- 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 and using reports and summaries to identify trends, validate information, and provide clear, 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, including identifying next steps, following up persistently and professionally, and handling confidential information with discretion.
- Must be based in the United States and authorized to work in the United States without the need for visa 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 as needed.
- 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, identifying patterns and recurring challenges to help leadership prioritize attention and resources.
- 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 in alignment with leadership priorities.
Benefits
- Paid family and parental leave.
- Preconception, fertility, and family-building benefits, including egg freezing, IVF, and adoption support.
- Family and pet care fund.
- Parents’ Employee Affiliation Group.
- Menopause and midlife care.
- Health insurance options for employees and family.
- Dental insurance options for employees and family.
- Vision insurance options for employees and family.
- 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, with three days a week in the office for employees reporting to the New York office.
- Onsite meals and snacks for employees reporting to the New York office.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
