Director, Product Management - Member Service Experience

Progyny, Inc. 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 focuses on improving systems and workflows to enhance member support and requires collaboration across various teams to ensure a seamless member journey.

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