Team Lead, Global Member Care Operations (m/f/x)

Team Lead, Global Member Care Operations (m/f/x)

At Progyny Global, we’re on a mission to make fertility, pregnancy, and family‑forming care accessible worldwide. As part of Progyny Inc., we combine world‑class clinical expertise with groundbreaking technology to deliver inclusive, culturally competent support for families everywhere.

Who We Are

Our Global Care Advocates help members navigate our services, access care in their local market, and provide personalised guidance through scheduled calls and ongoing communication. They offer expert support across fertility, pregnancy, and menopause, helping members understand their options, prepare for next steps, and feel informed, supported, and empowered throughout their journey.

Your Mission

In this role, you’ll inspire, coach, and develop a high‑performing international team while ensuring world‑class service for our members. Reporting to the Director of Global Member Experience, you’ll lead the day‑to‑day operations of our Global Care Advocate team and drive operational excellence in a fast‑scaling environment.

What You’ll Do

Lead & Develop the Team

• Manage, mentor, and grow an international, multilingual team of Progyny Global Care Advocates, providing expert support in fertility, pregnancy, and menopause.
• Foster collaboration, accountability, and continuous improvement.
• Achieve key performance indicators by coaching individuals to deliver strong member engagement, satisfaction, and productivity.
• Provide regular feedback and enable continuous upskilling to help team members reach their full potential.

Drive Operational Excellence

• Establish and maintain clear processes, quality standards, and performance metrics to ensure timely, accurate, and empathetic member support.
• Manage schedules, resources, and escalations to maintain service levels during periods of high demand.
• Lead by example to cultivate a culture of empathetic care, ensuring the needs of members and providers are met exceptionally well while balancing company priorities and resources.
• Surface insights, trends, and recommendations to leadership.
• Ensure the team remains aligned with broader organizational objectives and lead effectively through change.

Oversee Knowledge Management

• Ensure our global knowledge system contains accurate, comprehensive, and up‑to‑date information for all countries in the areas of menopause, pregnancy, and fertility.
• Plan and coordinate regular updates to the knowledge base, including timelines, responsibilities, and quality controls.
• Review and validate country‑specific information for accuracy, completeness, and relevance.
• Continuously improve the structure, format, and documentation standards to ensure the knowledge base is easy to maintain, scalable, and user‑friendly.
• Manage team contributions to maintain high‑quality, accessible resources that support both members and internal teams.

What You Bring

• +6 years’ experience in healthcare, social services, digital health, or another fast‑paced setting, including +2 years team leadership.
• Experience in women’s health (e.g., fertility, pregnancy, menopause) and/or clinical licensure (e.g., nursing, social work) is a strong plus.
• Strong skills in process design, goal setting, and data‑driven decision‑making.
• Proven ability to motivate teams, improve efficiency, and manage change.
• Skilled at bringing structure to complex situations and comfortable with hands‑on problem solving.
• Fluent in English; additional languages and experience managing remote or international teams are an advantage.

Why Join Us

• Bonus Program & Company Equity : Bonuses and ownership opportunities to share in Progyny’s success.
• Fertility & Family‑Building Benefits : Access to the Progyny Global Platform with a €5,000 annual benefits budget.