Surrogacy Match Expert (Intended Parent)

ConceiveAbilities

4d•Remote

About The Position

As a Surrogacy Match Expert for Intended Parents, you will lead clients through one of the most complex and emotionally significant journeys of their lives. This role requires not only empathy and guidance but also the ability to confidently direct conversations and manage our Matching Matters process. You will prepare clients to be effective participants in the surrogacy process, asking the questions and serving as a coach to help surface and prioritize the most important decision factors, building trust and confidence at each step. You will play a critical role in fostering strong, productive relationships between intended parents and surrogates, ensuring alignment, addressing challenges directly, and maintaining forward momentum throughout the journey. You are courageous and inspiring in your ability to facilitate difficult and sensitive conversations.

Requirements

Bachelor’s degree, preferably in social work, psychology, teaching, or business management.
3+ years of experience in customer service, business negotiation, relationship management, or a role requiring influence and decision-making.
Passion for working with growing organizations, recognizing the impact of growth.
Excellent understanding of the needs of discerning clients and the patience, attention, and fortitude required to meet those needs.
Balanced approach to achieving effectiveness, with the ability to plan, prioritize, and take decisive action.
Strong interpersonal presence with the ability to influence outcomes rather than simply accommodate requests.
Proven track record of acquiring on-the-job skills that have contributed to organizational growth.

Nice To Haves

Master’s degree and/or licensing in a specialty field is desirable.

Responsibilities

Conduct consultations with intended parents, guiding conversations with confidence while ensuring their well-being and satisfaction throughout the surrogacy journey.
Identify and facilitate high-quality matches that meet legal, clinical, and personal requirements, making informed recommendations and holding firm to standards that ensure successful outcomes.
Collaborate with the Surrogate Engagement Team, Match Experts, Client Development and other departments to drive efficient, effective matching processes and resolve barriers quickly.
Present surrogate matches to intended parents, and vice versa, with clarity and authority, guiding decision-making while ensuring clients feel informed and supported.
Build trusting relationships with intended parents and surrogates by listening actively while also setting appropriate boundaries and maintaining forward momentum, including offering flexible support such as after-hours availability.
Maintain accurate CRM records and coordinate communication to ensure smooth and timely match progression.
Confidently manage expectations and solve problems, always using strong judgment to ensure alignment with best practices and program requirements.
Address complex or sensitive situations directly, facilitating productive and sometimes difficult conversations between parties to maintain progress and trust.