Director Global Member Experience
Director Global Member Experience
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Job Description
Were Apryl part of the Progyny Inc family.
Our shared mission To make fertility and familyforming care accessible everywhere breaking down barriers so that anyone can start a family no matter where they are. With Progynys support were set to amplify our impact globally reaching more individuals and families than ever before.
About the role:
As the Director of Global Member Experience you will lead the strategic vision to deliver a worldclass experience for members utilizing Progynys (currently operating as Apryl) fertility and familybuilding benefits. You will oversee four critical teams: Member Care Clinic Relations Claims Operations and Content. Your focus will be on optimising operations developing strategic initiatives and ensuring that every member interaction is seamless empathetic and empowering. Additionally youll be responsible for managing team leaders driving KPIs refining processes and collaborating crossfunctionally to grow the business.
Tasks
Team leadership & development:
Lead coach and develop a highperforming team creating a supportive and collaborative environment that attracts and retains top talent.
Set clear goals and expectations for direct reports utilising the performance review process to hold staff accountable for delivering results.
Ensure staffing levels align with projected member needs particularly during highvolume periods and continuously monitor team performance.
Process improvement & member experience optimisation:
Identify opportunities to improve processes within the Member Experience teams to scale operations and deliver a seamless member experience.
Take ownership of the endtoend member experience ensuring all member interactions are handled effectively with escalations addressed promptly.
Regularly review member feedback with the leadership team ensuring appropriate actions are taken to resolve issues and enhance satisfaction.
Strategy & implementation:
Collaborate with direct reports to develop and implement departmental strategies that align with overall business goals and enhance the member experience.
Independently execute projects to refine departmental processes and deliver outstanding results in line with business objectives and client expectations.
Work closely with senior leadership to ensure integration collaboration and clear escalation paths.
Performance metrics & analytics:
Develop and implement key performance metrics and analytics including tools scorecards and techniques to monitor and optimise team performance.
Educate and guide team leaders in using datadriven insights to manage their teams effectively making informed decisions that improve efficiency and scalability.
Requirements
Experience:
5 years of experience in leading managing and developing highperforming teams with a strong focus on building a collaborative and positive team culture.
3 years of experience in management consulting
Ideally a deep understanding of the healthcare health insurance or employee benefits industry.
Skills:
Highly organised with the ability to prioritise multiple projects and operational needs.
Comfortable balancing tactical daytoday responsibilities with broader strategic planning.
Strong ability to analyse data develop processes and drive efficiency and scalability within operations.
Energised by working closely with other teams to ensure alignment collaboration and success across the organisation.
Benefits
- Annual gross salary range for Berlinbased applicants:
- Additional bonus program and company equity
- Fertility & family building benefit: Get access to our Apryl Platform and a 5.000 benefits budget
- Mental health benefit: Access to 1:1 sessions with experienced psychologists & inapp training & tools from Nilo Health
- Sustainable mobility benefit: Dance ebike subscription or monthly public transportation ticket (BVG)
- Hybrid work: Up to 2 days a week work from home
- Remote work: Up to 8 weeks per year
Come and join us for a diverse and inclusive workplace and use Tech for Good!
Employment Type
Full Time
