Progyny Global is hiring a (Senior) Team Lead, Global Member Services (m/f/x) to inspire, coach, and develop a high-performing international team of Global Care Advocates. You will ensure world-class service for members while driving operational excellence in our fast-scaling environment. This role reports to the Director of Global Member Experience.
What You'll Do
- Manage, mentor, and grow an international, multilingual team providing expert support in fertility, pregnancy, and menopause.
- Foster collaboration, accountability, and continuous improvement within the team.
- 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.
- Establish and maintain clear processes, quality standards, and performance metrics.
- Manage schedules, resources, and escalations to maintain service levels during periods of high demand.
- Lead by example to cultivate a culture of empathetic care, balancing member and provider needs with company priorities.
- Surface insights, trends, and recommendations to leadership.
- Ensure the team remains aligned with broader organizational objectives and lead effectively through change.
- Ensure the global knowledge system contains accurate, comprehensive, and up-to-date information for all countries.
- Plan and coordinate regular updates to the knowledge base, including timelines and quality controls.
- Review and validate country-specific information for accuracy, completeness, and relevance.
- Continuously improve the structure and documentation standards for a scalable, user-friendly knowledge base.
- Manage team contributions to maintain high-quality, accessible resources that support members and internal teams.
What We're Looking For
- 6+ years of experience in healthcare, social services, digital health, or another fast-paced setting.
- 2+ years of team leadership experience.
- 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.
Nice to Have
- Experience in women’s health (e.g., fertility, pregnancy, menopause) and/or clinical licensure (e.g., nursing, social work).
- Additional languages.
- Experience managing remote or international teams.
Team & Environment
You will report directly to the Director of Global Member Experience.
Benefits & Compensation
- Competitive salary: €60,000 to €75,000/year (based on experience)
- Bonus & equity package.
- Access to the Progyny Global platform + €5,000 family-building benefit.
- 1:1 mental health sessions & wellness support via Nilo Health.
- Sustainable mobility: Dance bike or BVG ticket.
- Urban Sports Club membership discount.
Work Mode
This is a hybrid position based in Berlin, Germany, with 2 days/week remote and 8 weeks/year remote from anywhere.
Progyny Global fosters an inclusive, mission-driven culture built on care, collaboration, and innovation.
