Project Manager, Contact Center Operations

Thank you for considering Progyny!

The Contact Center Project Manager is responsible for planning, coordinating, and executing initiatives that impact contact center operations. This role ensures projects are delivered on time, within scope, and with a clear understanding of operational impact-while protecting service levels, efficiency, and employee experience. This role serves as the central intake and governance point for all contact center change initiatives.

What youll do...

• Manage centralized intake of all initiatives impacting the contact center.
• Assess project requests for volume, staffing, AHT, and operational impact.
• Ensure initiatives follow established approval and prioritization processes.
• Develop detailed project plans including timelines, dependencies, risks, and deliverables.
• Coordinate cross-functional partners including Operations, WFM, Enablement, IT, and Analytics.
• Monitor progress and escalate risks or delays as needed.
• Partner with Enablement to ensure training and communication plans are in place.
• Ensure operational readiness prior to implementation.
• Support post-launch stabilization and issue resolution.
• Define success metrics for each initiative.
• Track expected versus actual benefits and operational outcomes.
• Provide leadership with visibility into project impact and ROI.

Key Performance Indicators

• On-Time Project Delivery
• Scope & Timeline Adherence
• Accuracy of Impact Assessments
• Benefit Realization Rate
• Change Failure / Rework Rate

About you...

• Bachelor's degree or equivalent experience required in business, project management, or similar.
• 5+ years of project management experience.
• Project Management Certification strongly preferred.
• CAPM, PMP, or PgMP.
• Experience in contact center, operations, or service environments preferred.
• Strong organizational, communication, and stakeholder management skills.

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship, now or in the future.

About Progyny:

Progyny (Nasdaq: PGNY) is a global leader in women's health and family building solutions, trusted by the nation's leading employers, health plans, and benefit 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 womens 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 womens 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 Healthcares Best Places to Work in Healthcare
• Forbes Best Employers
• Financial Times Fastest Growing Companies
• Inc. 5000
• Inc. Power Partners
• Crains Fast 50 for NYC

For more information, visit www.progyny.com.

Our perks:

• Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and 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 to help you grow professionally and a mentorship program
• Company social events, including annual volunteer day and donation matching
• 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 Citys Wage Transparency Law, the annual salary range for NYC-based applicants is: $80,000 - $110,000. 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 email to apply@progyny.com.

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