Senior Director, Contact Center Strategy – Operational Excellence

Progyny, Inc.

. Develop and scale Progyny’s contact center strategy, operating model, governance, and execution discipline across existing and emerging service lines .

Posted 10/28/2026full-timeNew York City • New York • United StatesSenior💰 $180,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and scaling contact center strategies, operational excellence, and governance within healthcare operations. Proven ability to lead cross-functional teams, manage complex initiatives, and drive performance improvements aligned with member experience and compliance standards.

Highest-signal resume keywords

Contact Center OperationsHealthcare OperationsOperational ReadinessCross-Functional LeadershipExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center StrategyGovernance StructuresPerformance ManagementKPI DevelopmentBenefit Navigation WorkflowsOperational ExcellenceData AnalysisCompliance MonitoringQuality AssuranceService Delivery

Soft Skills

Coaching and DevelopmentStakeholder ManagementChange LeadershipEmpathyAccountability

Certifications & Qualifications

LeanSix SigmaPMPOperational Excellence

Industry Keywords

HealthcareMember ServicesHealth Plan OperationsBenefit AdministrationService Delivery Environments

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Develop and scale Progyny’s contact center strategy, operating model, governance, and execution discipline across existing and emerging service lines
Advise the Vice President, Member Services, executive leadership, and cross-functional teams on contact center strategy, transformation, growth readiness, and capability building
Drive strategic direction for contact center operational excellence aligned with member experience standards, client commitments, regulatory obligations, and enterprise growth priorities
Lead cross-functional alignment across Product, Technology, Analytics, Finance, HR, Compliance, Legal, Client Success, Provider Operations, Clinical, and Workforce Management
Co-own contact center strategy, operating model, and readiness roadmap for new business models, health plan growth, Progyny Select, expanded women’s health solutions, and emerging service delivery models
Build capabilities for health plan operations and new lines of business, including activation, eligibility and benefit navigation, workflows, staffing inputs, escalation pathways, quality, reporting, and operating rhythms
Ensure new business launches have operational requirements, training readiness, compliance controls, member communications, provider and network coordination, reporting, and ownership through stabilization
Lead operational initiatives from concept through implementation, stabilization, and ongoing performance management
Identify dependencies, remove barriers, surface tradeoffs, and drive accountability for milestones, readiness, stabilization, and measurable outcomes
Establish governance, daily management routines, ownership, escalation paths, decision rights, reporting, audits, and controls
Monitor operational risk, compliance, reporting accuracy, member-impacting issues, and service performance; drive corrective action
Use data and insights to evaluate performance, identify gaps, shape decisions, and continuously improve contact center strategy
Deliver executive updates on progress, risks, outcomes, compliance, readiness, member-impacting trends, and recommendations
Directly manage, coach, and develop team members; set priorities and performance expectations and support professional growth
Lead change and enable adoption of new processes, technologies, service models, and ways of working
Influence stakeholders and foster continuous improvement, accountability, empathy, member advocacy, and disciplined execution

Requirements

What you’ll need

8–10 years of progressive leadership experience in contact center, healthcare operations, member services, health plan operations, benefit administration, or service delivery environments
Demonstrated experience as a people manager with direct reports, including setting goals, coaching and developing talent, conducting performance reviews, and addressing performance gaps
Proven success building or scaling contact center capabilities, operating models, governance structures, and performance routines in high-growth, healthcare, benefits, or regulated environments
Experience leading operational readiness for new business models, product expansions, client implementations, health plan growth, fully insured or supplemental benefit offerings, or comparable enterprise initiatives
Deep understanding of contact center operations, healthcare benefit navigation, eligibility and activation workflows, member support models, KPIs, workforce dynamics, compliance, quality, reporting, and service delivery expectations
Strong cross-functional partnership experience with Compliance, Legal, Product, Technology, Analytics, Provider Operations, Client Success, Workforce Management, Training, Quality, and Clinical teams
Track record leading enterprise initiatives that improve member experience, efficiency, quality, compliance, cost discipline, scalability, and operational performance
Strong analytical judgment and ability to translate operational, financial, compliance, health plan, and performance data into executive insights and recommendations
Exceptional executive communication and stakeholder management skills
Ability to lead through ambiguity, manage complexity, build new capabilities, and balance strategic vision with disciplined execution
Bachelor’s degree required
Candidates must be based in the United States
Candidates must be authorized to work in the United States without sponsorship, now or in the future
Advanced degree or certifications in Lean, Six Sigma, PMP, Operational Excellence, healthcare administration, or a related field preferred

Benefits

Comp & perks

Paid family and parental leave
Preconception, fertility and family building benefits, including egg freezing, IVF, and adoption support
Family and pet care fund
Parents’ Employee Affiliation Group
Menopause and midlife care
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
Learning and development programs
Mentorship program
Company social events, including annual volunteer day and donation matching
Flex days (3 days a week in the office)
Onsite meals and snacks for employees reporting into the NY office