Note: The job is a remote job and is open to candidates in USA. Progyny, Inc. is a global leader in women’s health and family building solutions. The Contact Center Project Manager is responsible for planning, coordinating, and executing initiatives that impact contact center operations, ensuring projects are delivered on time and within scope while maintaining service levels and efficiency.
Responsibilities
- 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
- On-Time Project Delivery
- Scope & Timeline Adherence
- Accuracy of Impact Assessments
- Benefit Realization Rate
- Change Failure / Rework Rate
Skills
- Bachelor's degree or equivalent experience required in business, project management or similar
- 5+ years of project management experience
- Strong organizational, communication, and stakeholder management skills
- Project Management Certification strongly preferred CAPM, PMP or PgMP
- Experience in contact center, operations, or service environments preferred
Benefits
- 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 to include 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
Company Overview