Senior Director, Contact Center Strategy & Operational Excellence

Progyny, Inc.•New York, NY

1d•$180,000 - $200,000•Hybrid

About The Position

The Senior Director, Contact Center Strategy & Operational Excellence is a senior leadership role accountable for developing and scaling Progyny’s contact center strategy, operating model, governance, and execution across existing and emerging service lines. The role builds the capabilities needed to support growth across women’s health, fertility, family-building, pregnancy, postpartum, menopause, health plan expansion, and future offerings while maintaining a consistent, compliant, high-touch member experience. This leader owns contact center strategy development, operating model design, and execution, partnering with the Vice President, Member Services, executive leadership, and cross-functional teams to translate growth priorities into scalable, compliant, measurable operating capabilities. The role has end-to-end accountability for strategy, operational readiness, governance, risk mitigation, launch stabilization, and continuous improvement across emerging markets, including fully insured and health plan operations. The position serves as a strategic advisor to senior leadership; co-owns readiness for new business models and health plan growth; leads cross-functional initiatives through implementation and stabilization; establishes governance and accountability; uses data to improve performance; and directly manages, coaches, and develops team members. Candidates must be based in the United States and authorized to work there without current or future visa sponsorship. This is not a remote international or digital nomad position.

Requirements

8–10 years of progressive leadership experience in contact center, healthcare operations, member services, health plan operations, benefit administration, or service delivery environments.
Demonstrated people-management experience with direct reports, including setting goals, coaching and developing talent, conducting performance reviews, and addressing performance gaps.
Proven success building or scaling contact center capabilities, operating models, governance structures, and performance routines in high-growth, healthcare, benefits, or regulated environments.
Experience leading operational readiness for new business models, product expansions, client implementations, health plan growth, fully insured or supplemental benefit offerings, or comparable enterprise initiatives.
Deep understanding of contact center operations, healthcare benefit navigation, eligibility and activation workflows, member support models, KPIs, workforce dynamics, compliance, quality, reporting, and service delivery expectations.
Strong cross-functional partnership experience with Compliance, Legal, Product, Technology, Analytics, Provider Operations, Client Success, Workforce Management, Training, Quality, and Clinical teams.
Track record of leading enterprise initiatives that improve member experience, efficiency, quality, compliance, cost discipline, scalability, and operational performance.
Strong analytical judgment and ability to translate operational, financial, compliance, health plan, and performance data into executive insights and recommendations.
Exceptional executive communication and stakeholder management skills, including the ability to advise, influence, and align leaders across the organization.
Ability to lead through ambiguity, manage complexity, build new capabilities, and balance strategic vision with disciplined execution.
Bachelor’s degree required.
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

Advanced degree.
Certifications such as Lean, Six Sigma, PMP, Operational Excellence, healthcare administration, or a related field.

Responsibilities

Advise the Vice President, Member Services, and senior leadership on contact center strategy, transformation, growth readiness, and long-term capability building.
Develop and drive the strategic direction for contact center operational excellence in alignment with company mission, member experience standards, client commitments, regulatory obligations, and growth priorities.
Align Product, Technology, Analytics, Finance, HR, Compliance, Legal, Client Success, Provider Operations, Clinical, and Workforce Management around coordinated, governed, scalable initiatives.
Represent contact center strategy in executive forums, providing recommendations, decision points, tradeoffs, and risk considerations.
Co-own contact center strategy, operating model, and readiness roadmaps for new business models, health plan growth, Progyny Select, expanded women’s health solutions, and emerging service delivery models.
Build capabilities for health plan operations and new lines of business, including member activation, eligibility and benefit navigation, workflow design, staffing inputs, escalation pathways, quality expectations, reporting routines, and operating rhythms.
Ensure launches have operational requirements, training readiness, compliance controls, member communications, provider and network coordination, reporting capabilities, and clear ownership through stabilization and transition.
Anticipate growth-related operational implications and risks, ensuring the contact center can scale while maintaining member experience and regulatory standards.
Lead cross-functional operational initiatives from concept through implementation, stabilization, and ongoing performance management.
Identify dependencies across technology, eligibility, client implementation, provider operations, compliance, workforce planning, and reporting to support timely executive decisions.
Remove barriers, surface tradeoffs, and drive accountability for milestones, launch readiness, stabilization, and measurable outcomes.
Establish governance and daily management routines for service performance, quality, compliance, reporting, issue resolution, and operating accountability.
Establish ownership, escalation paths, decision rights, and accountability across existing contact center operations and new health plan service models.
Partner with Compliance, Legal, Quality, Training, Analytics, Workforce Management, Technology, Clinical, and Operations to operationalize policies, procedures, reporting, audits, and controls.
Monitor operational risk, compliance adherence, reporting accuracy, member-impacting issues, and service performance; identify gaps and drive corrective action to completion.
Ensure practices support privacy, secure member communications, nondiscrimination, accessibility needs, and relevant healthcare service expectations.
Use data and insights to evaluate performance, identify operational gaps, shape decisions, and improve contact center strategy.
Deliver concise executive updates on progress, risks, outcomes, compliance status, readiness, member-impacting trends, and recommendations.
Ensure reporting is actionable, timely, and connected to management routines that drive accountability across contact center and health plan operations.
Directly manage, coach, and develop team members by setting priorities and performance expectations, providing feedback, supporting professional growth, and promoting accountability for results.
Lead change by anticipating operational impact, preparing leaders and teams, and enabling adoption of new processes, technologies, service models, and ways of working.
Influence across functions, align stakeholders, build shared ownership, and drive outcomes across Member Services, health plan operations, Client Success, Product, Technology, Provider Operations, Compliance, and Analytics.
Foster continuous improvement, accountability, empathy, member advocacy, and disciplined execution.

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, with three days a week in the office for employees reporting into the New York office.
Onsite meals and snacks for employees reporting into the New York office.