Service Readiness Lead

Progyny • New York, NY

9h • $75,000 - $90,000 • Hybrid

About The Position

Thank you for considering Progyny! The Service Readiness Lead is responsible for designing, delivering, and continuously improving training and enablement programs that ensure Contact Center agents are fully prepared to deliver high-quality, efficient, and compliant service. This role focuses on performance-based enablement , ensuring training directly improves operational outcomes such as Average Handle Time (AHT), quality, first contact resolution, and employee retention. This role partners closely with Operations, Workforce Management (WFM), Corporate Learning and Development, Quality, Analytics, and Project Management to support business growth and change initiatives. What you'll do... Performance Improvement Analyze operational data (AHT, quality, repeat contacts, coaching trends) to identify skill gaps. Design targeted training interventions based on root-cause analysis. Partner with Quality and Operations leaders to reduce repeat coaching and rework. Support remediation and performance improvement plans through structured learning. Training & Enablement Design and maintain comprehensive programs and supportive materials across all phases and levels of the employee journey aligned to business objectives inclusive of: onboarding through year one, ongoing knowledge development, development of program to support quality outcomes, product updates, and targeted skill interventions, etc. Partner with corporate learning & development, enhance and align learning align with broader deliverables, change programming, and enterprise tools Change Enablement Partner with the Contact Center Project Manager to support all new initiatives and launches. Ensure agents are trained and ready prior to go-live. Track adoption and effectiveness of training following implementation. Partners with organizations change leaders to ensure alignment with broader Progyny initiatives and plans. Collaboration & Governance Collaborate with WFM to ensure training plans align with staffing capacity. Partners with organizations change leaders to ensure alignment with broader Progyny initiatives and plans. Work with Analytics to measure training effectiveness and ROI. Maintain training documentation and standard operating procedures (SOPs). Key Performance Indicators Time to Proficiency for New Hires Post-Training Quality Improvement Reduction in Repeat Coaching 90-Day New Hire Attrition Training Completion & Adoption Rates About you... Bachelor’s degree or equivalent experience required 3-5+ years in full-time training, enablement, or performance improvement role 5+ years of contact center experience preferred Strong understanding of contact center KPIs and adult learning principles Experience supporting change management initiatives preferred Healthcare experience is a plus Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

Requirements

• Bachelor’s degree or equivalent experience required
• 3-5+ years in full-time training, enablement, or performance improvement role
• 5+ years of contact center experience preferred
• Strong understanding of contact center KPIs and adult learning principles
• Experience supporting change management initiatives preferred

Nice To Haves

• Healthcare experience is a plus

Responsibilities

• Analyze operational data (AHT, quality, repeat contacts, coaching trends) to identify skill gaps.
• Design targeted training interventions based on root-cause analysis.
• Partner with Quality and Operations leaders to reduce repeat coaching and rework.
• Support remediation and performance improvement plans through structured learning.
• Design and maintain comprehensive programs and supportive materials across all phases and levels of the employee journey aligned to business objectives inclusive of: onboarding through year one, ongoing knowledge development, development of program to support quality outcomes, product updates, and targeted skill interventions, etc.
• Partner with corporate learning & development, enhance and align learning align with broader deliverables, change programming, and enterprise tools
• Partner with the Contact Center Project Manager to support all new initiatives and launches.
• Ensure agents are trained and ready prior to go-live.
• Track adoption and effectiveness of training following implementation.
• Partners with organizations change leaders to ensure alignment with broader Progyny initiatives and plans.
• Collaborate with WFM to ensure training plans align with staffing capacity.
• Partners with organizations change leaders to ensure alignment with broader Progyny initiatives and plans.
• Work with Analytics to measure training effectiveness and ROI.
• Maintain training documentation and standard operating procedures (SOPs).

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

What This Job Offers

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