Progyny Global is looking for a (Senior) Team Lead, Global Care Advocates (m/f/x) to lead a high-performing international team. You will inspire and develop a multilingual group of advocates who provide expert support for members navigating fertility, pregnancy, and menopause care, ensuring operational excellence and a world-class service experience.
What You'll Do
- Manage, mentor, and grow an international, multilingual team of Progyny Global Care Advocates.
- Foster collaboration, accountability, and a culture of continuous improvement.
- Achieve key performance indicators by coaching individuals on member engagement, satisfaction, and productivity.
- Provide regular feedback and enable upskilling to help team members reach their full potential.
- Establish and maintain clear processes, quality standards, and performance metrics for timely, accurate, and empathetic member support.
- Manage schedules, resources, and escalations to maintain service levels.
- Lead by example to cultivate a culture of empathetic care, balancing member, provider, and company needs.
- Surface insights, trends, and recommendations to leadership.
- Ensure team alignment with broader organizational objectives and lead effectively through change.
- Oversee the global knowledge system, ensuring it 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 and relevance.
- Continuously improve the structure, format, and documentation standards of the knowledge base.
- Manage team contributions to maintain high-quality, accessible resources.
What We're Looking For
- 6+ years of experience in healthcare, social services, digital health, or a similar 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).
- Clinical licensure (e.g., nursing, social work).
- Additional languages.
- Experience managing remote or international teams.
Team & Environment
You will lead an international team of Progyny Global Care Advocates and report to the Director of Global Member Experience.
Benefits & Compensation
- Compensation: €60,000 to €75,000/year (based on experience) + equity package.
- 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.
- Hybrid model: 2 days/week remote.
- 8 weeks/year remote from anywhere.
Work Mode
This is a hybrid position based in Berlin, Germany.
Progyny Global is an inclusive, mission-driven company dedicated to making fertility, pregnancy, and family-forming care accessible worldwide.
