Senior Director, Contact Center Strategy & Operational Excellence at Progyny in New York, NY

Job description

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, escalat