Director, Product Management - Member Service Experience

Progyny is a global leader in women’s health and family building solutions, and they are seeking a Director of Product Management to lead the strategy and execution of internal call center service tools. This role involves managing a team to enhance member support through improved systems and workflows, ensuring alignment between internal tools and member-facing experiences.

Responsibilities:

• Lead, coach, and develop a team of Product Managers and Product Designers focused on the internal tools and workflows that support call center and service operations
• Own the product strategy and roadmap for internal call center service tooling, including platforms, workflows, and capabilities that enable care advocates and coaches to effectively support members
• Partner closely with the member app/portal product team to ensure internal service experiences and member-facing digital experiences are tightly aligned, creating a cohesive and consistent member journey across channels
• Drive a holistic product vision that connects member needs, operational workflows, business priorities, and technology investments
• Guide product research, discovery, planning, and lifecycle management efforts to identify friction points, uncover opportunities, and prioritize solutions that improve both service delivery and member outcomes
• Develop compelling workflow maps, journey maps, and user scenarios that articulate the experience of both internal users and members, backed by strong quantitative and qualitative insights
• Lead efforts to understand and improve how members move between self-service digital experiences and human support channels, ensuring handoffs are seamless, contextual, and effective
• Partner cross-functionally with stakeholders across operations, member services, care teams, engineering, design, analytics, compliance, and member experience leadership to define product requirements and deliver impactful solutions
• Build strong relationships with stakeholders and internal customers to support ongoing discovery, feedback loops, adoption, and continuous improvement of service tools
• Monitor business, technology, and service trends to inform strategy and proactively identify opportunities to modernize tooling, close capability gaps, and improve team effectiveness
• Balance strategic transformation initiatives with tactical enhancements that improve day-to-day workflows, productivity, and quality of service
• Define, monitor, and analyze product and operational metrics that measure tool effectiveness, user satisfaction, efficiency, and business impact
• Champion a test-and-learn approach by forming hypotheses, validating solutions through experimentation, and iterating based on measurable outcomes and user feedback
• Collaborate closely with engineering and design partners to translate product strategy into actionable roadmaps and high-quality execution
• Support operational excellence by ensuring service tools are scalable, intuitive, and aligned to evolving business and member needs
• Help determine the internal and external resources, capabilities, and delivery needs required to execute against the roadmap successfully

Requirements:

• Demonstrated success aligning internal tools with customer-facing product experiences to create seamless end-to-end journeys
• Experience using both quantitative and qualitative research to identify opportunities, validate hypotheses, and inform product direction
• Strong understanding of journey mapping, service design, workflow design, and systems/process thinking
• Experience managing backlogs and making thoughtful tradeoffs between strategic priorities and tactical business needs
• Comfort leading structured discovery and ideation efforts that turn ambiguity into clear plans and actionable roadmaps
• Familiarity with business and systems analysis, process modeling techniques, and service workflow optimization
• Experience defining success metrics and using data to assess product effectiveness, operational impact, and user outcomes
• Ability to synthesize insights and communicate clearly to executive stakeholders through strong storytelling, artifacts, and data-informed recommendations
• A passion for improving both member experiences and the internal systems that make those experiences possible
• Knowledge of healthcare, healthcare navigation, care delivery models, or regulated environments is strongly preferred