Director of Member Services - Leading High-Quality Care and Support for Progyny Members

Join Progyny, a Leading Fertility Benefits Management Company, as Director of Member Services At Progyny, we're redefining fertility and family building benefits, proving that a comprehensive and inclusive fertility solution can benefit employers, patients, and physicians alike. We're seeking a dynamic and experienced Director of Member Services to join our team and lead the delivery of high-quality care and support to our members across our product suite and client portfolio. About the Role As Director of Member Services, you will oversee and coordinate the efforts of our Patient Care Advocates, ensuring that Progyny members receive the best possible care and support. This is a remote role that offers a great opportunity to work with a vibrant community and be part of a company that's been recognized by Modern Healthcare as one of the Best Places to Work in Healthcare. Key Responsibilities Lead, coach, and develop managers to create an environment that attracts and retains top talent. Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance. Communicate a clear and consistent message regarding departmental goals and company policies to produce desired results. Direct the efforts to achieve the strategic vision for the member services team in alignment with organizational goals. Create and execute plans to improve the efficiency and effectiveness of our processes. Collect, analyze, and report on key performance indicators (KPIs) related to our services. Drive integration, collaboration, escalation paths, and transparency to help senior leadership understand our progress and ensure we're leveraging our full set of capabilities to deliver the best experience for our members. Refine current performance metrics and develop and implement new metrics and analytic tools for performance management. Maintain and update team processes in accordance with business requirements, member experience, and client expectations to optimize departmental effectiveness. Use data-driven insights to make informed decisions and drive continuous improvement. About You To be successful in this role, you'll need: A Bachelor's degree in healthcare administration, nursing, social work, or a related field (Master's degree preferred). A minimum of 8 years of relevant professional experience. A minimum of 5 years of proven management experience with direct reports. Knowledge of managed benefits and/or point solutions. Excellent communication and interpersonal skills. Proficiency in data analysis and reporting. Leadership and team management skills. Problem-solving and critical-thinking abilities. Ability to work collaboratively with diverse teams and stakeholders. What We Offer At Progyny, we offer a comprehensive total compensation package that includes: Competitive base salary. Cash bonus and equity. Family-friendly benefits, including paid maternity and paternity, fertility benefits (including egg freezing and IVF), emergency childcare program, and parent's group. Health, dental, vision, and life insurance options for employees and family. Paid vacation and summer flex time. Company equity and 401K match. Company social events and flex days (3 days a week in the office) for positions located at NY office. In compliance with New York City's Wage Transparency Law, the annual salary range for NYC-based applicants is: $115,000 - $130,000. Career Growth Opportunities and Learning Benefits At Progyny, we're committed to helping our employees grow and develop in their careers. As a Director of Member Services, you'll have the opportunity to: Develop your leadership and management skills. Stay up-to-date with the latest trends and best practices in fertility benefits management. Collaborate with cross-functional teams to drive business outcomes. Participate in company-sponsored training and development programs. Work Environment and Company Culture At Progyny, we value diversity, equity, and inclusion. We're an Equal Opportunity Employer that respects and seeks to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. Our company culture is built on a foundation of: Collaboration and teamwork. Innovation and continuous improvement. Member-centricity and customer focus. Diversity, equity, and inclusion. Conclusion If you're a dynamic and experienced leader looking to join a company that's making a difference in the lives of individuals and families, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement - we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding career with Progyny! Progyny is growing, and we want to hire the most talented people we can. Continued success depends on it! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process and new postings that might interest you! Thank you for your interest in Progyny! We look forward to hearing from you. Apply for this job