Senior Product Manager – Member Services Experience

Thank you for considering Progyny!

Thank you for considering Progyny! 

Are you a creative problem solver who is passionate about helping women and aspiring parents achieve their goals? Do you want to work for a company that is the leader in its space, with the ability to impact millions? Then we welcome you to apply to join our product team as we transform the digital experience for our member services teams!  

The Senior Product Manager, Member Services Experience will lead key initiatives to guide delivery of a seamless digital experience bridging across all touchpoints, including our contact center, member outreach, and the member mobile and web experience to ensure a smooth member servicing journey regardless of the channel members use to interact with Progyny. Your mission is to balance considerations for member servicing touchpoints across the overall journey of Progyny’s millions of members and help drive an exceptional, omnichannel experience for the dedicated patient care advocates, coaches, and other internal roles who support Progyny members. You will collaborate closely with Design, and align cross-organizationally with Member Services, Data, and Analytics stakeholders to ensure Progyny’s technology solutions support an efficient and effective member service experience that leads to improved member outcomes and overall improved business operational efficiency.  

What you’ll do...  

• Manage the product roadmap, aligning with product leadership and cross-organizationally on priorities for both high-level initiatives and detailed feature development.  

• Partner with Product, Design, and Engineering team members to ideate, prioritize, and develop solutions that will deliver increased efficiency, ease-of-use, and effective utilization by Member Services team members.  

• Support assessments of external product solutions to obtain best-in-class commodity solutions for standard operational needs, and support the customization of those solutions to operate well within Progyny’s unique servicing ecosystem.  

• Define and analyze product and usage metrics that inform the success of member services outcomes in light of business goals.  

• Drive digital measurement plans and report on overall KPIs as well as performance of newly released features and functionality, embodying a “learn, make, test” mentality.  

• Identify new opportunities to improve the member service teams’ experience and engage in internal and external research to provide supporting data of your recommendations.  

• Engage in continuous discovery and user feedback cycles to help improve our member service teams’ experience.  

• Communicate and collaborate with stakeholders to drive strong alignment across the product team and key business teams.   

About you…   

• 7+ years of experience working as a product manager in healthcare for B2B2C digital experiences, ideally focused omnichannel contact center teams and/or benefits & care management solutions 

• Ability to prioritize competing opportunities, balance stakeholder needs with business priorities, and drive trade-offs  

• Experience in both quantitative and qualitative evidence capture to inform ideal user experience hypotheses  

• Experience in analytic models for system/user impact effectiveness and applicability/limitations (A/B testing, conjoint analysis, NPS, TURF, etc.)  

• Experience in managing backlogs and teasing out strategic focus in balance with tactical goals that drive value for the business   

• Exceptional team player who embraces ambiguity and takes initiative to anticipate and solve problems  

• Excellent communication and interpersonal skills, including the ability to manage large projects cross-functionally and translate digital investments into business benefits  

• Must be comfortable working in a fast-paced environment with strong time-management skills, attention to detail, and demonstrated ability to multitask and work independently  

• Must enjoy delivering information, measuring results, establishing rapport, earning trust, and effectively collaborating with others  

• Experience with agile engineering practices for software development   

• Experience with product, design and project management tools such as Jira, Miro, Figma, Product Board, etc  

• Experience with analytics tools such as Google Analytics, Tableau, PowerBI, MixPanel, etc.   

• Bachelor or Master’s degree in engineering, computer science, business analytics, business administration or related field preferred  

• Resilient and passionate, understanding that change is constant and possessing the ability to adapt with a positive attitude  

Please note: Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.  

About Progyny:   

Progyny is a transformative fertility, family building and women’s health benefits solution, trusted by the nation’s leading employers, health plans and benefits purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. 

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.  

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.  

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com. 

Our perks:  

• Family friendly benefits: Paid family and parental leave, fertility and family building benefits (including egg freezing, IVF, and adoption support), family care fund and Parents’ Employee Resource Group  

• Health, dental, vision and life insurance options for employees and family  

• Free in-person, virtual and text-based mental health and wellness support  

• Paid time off, including vacation, sick leave, personal days and summer flex time  

• Company equity  

• Bonus program  

• 401(k) plan with company match 

• Access to on-demand legal and financial advice   

• Company social events  

• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office 

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $175,000 - $185,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.   

Progyny is proud to be an Equal Opportunity and Affirmative Action employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law. 

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com. 

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