Senior Director, Contact Center Strategy & Operational Excellence

Thank you for considering Progyny!

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 discipline across existing and emerging service lines. This leader will build the capabilities required to support growth across women’s health, fertility, family-building, pregnancy, postpartum, menopause, health plan expansion, and future offerings while ensuring a consistent, compliant, high-touch member experience.

This leader will own 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, and measurable operating capabilities. The role requires 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 ideal candidate is a strategic operator, builder, and change leader with deep experience in high-touch member service, healthcare benefit administration, regulated environments, and scalable operating models.

What you will do...

Contact Center Strategy

Serve as a strategic advisor and thought partner to the Vice President, Member Services, and senior leadership on Progyny’s contact center strategy, transformation, growth readiness, and long-term capability building.

Develop and drive the strategic direction for contact center operational excellence in partnership with the Vice President, Member Services, aligned to Progyny’s mission, member experience standards, client commitments, regulatory obligations, and enterprise growth priorities.

Drive cross-functional alignment with Product, Technology, Analytics, Finance, HR, Compliance, Legal, Client Success, Provider Operations, Clinical, and Workforce Management to ensure initiatives are coordinated, governed, and scalable.

Represent contact center strategy in executive forums with clear recommendations, decision points, tradeoffs, and risk considerations.

New Business Model & Health Plan Growth Ownership

Co-own the contact center strategy, operating model, and readiness roadmap for new business models, including health plan growth, Progyny Select, expanded women’s health solutions, and other emerging service delivery models.

Build and mature 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 cross-functional operating rhythms.

Ensure new business model launches are supported by clear operational requirements, training readiness, compliance controls, member communications, provider and network coordination, reporting capabilities, and defined ownership through stabilization and transition.

Anticipate operational implications of growth, assess risks, and ensure the contact center can scale responsibly while maintaining Progyny’s member experience and regulatory standards.

Oversight & Execution

Lead cross-functional operational initiatives from concept through implementation, stabilization, and ongoing performance management across Progyny’s member service ecosystem.

Identify dependencies across technology, eligibility, client implementation, provider operations, compliance, workforce planning, and reporting to enable timely executive decisions.

Remove barriers, surface tradeoffs, and drive cross-functional accountability for milestones, launch readiness, stabilization, and measurable outcomes.

Compliance & Governance

Establish governance and daily management routines that enable service performance, quality, compliance, reporting, issue resolution, and clear operating accountability.

Establish clear ownership, escalation paths, decision rights, and accountability in partnership with functional leaders 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 through completion.

Ensure operating practices support privacy, secure member communications, nondiscrimination, accessibility needs, and other healthcare service expectations relevant to Progyny’s member population.

Performance, Insights & Accountability

Use data and insights to evaluate performance, identify operational gaps, shape decisions, and continuously improve Progyny’s 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.

People Management, Change Leadership & Enablement

Directly manage, coach, and develop team members, setting clear priorities and performance expectations, providing regular feedback, and supporting professional growth and 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 by aligning stakeholders, building shared ownership, and driving outcomes across Member Services, health plan operations, Client Success, Product, Technology, Provider Operations, Compliance, and Analytics.

Foster a culture of continuous improvement, accountability, empathy, member advocacy, and disciplined execution.

About You....

8–10 years of progressive leadership experience in contact center, healthcare operations, member services, health plan operations, benefit administration, or service delivery environments.

Demonstrated experience as a people manager with direct reports, including setting goals, coaching and developing talent, conducting performance reviews, and addressing performance gaps.

Proven success in 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 leading enterprise initiatives that improve member experience, efficiency, quality, compliance, cost discipline, scalability, and operational performance.

Strong analytical judgment with the ability to translate operational, financial, compliance, health plan, and performance data into executive insights and recommendations.

Exceptional executive communication and stakeholder management skills, with 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; advanced