Operations & Enablement Associate

About Progyny:

Qualifications

• Bachelor's degree or relevant experience in client success, customer support, operations, or a related business field

Responsibilities

• Track client-related requests, action items, and internal commitments across your market — coordinating with internal teams to clarify ownership, timelines, and next steps through to completion
• Monitor outstanding work to identify delays, recurring issues, and emerging risks, keeping CSMs and the Market Leader informed with clear, timely updates
• Gather and organize information on client issues to support timely review, resolution, and escalation when needed, so CSMs enter every situation already oriented
• Maintain and regularly audit client account and contact records, ensuring that key interactions, decisions, and account history are accurate, complete, and current
• Prepare account summaries ahead of client meetings, renewals, and coverage transitions — drawing on the account record so the CSM or incoming owner walks in prepared
• Compile reports on client activity and operational trends across the market, identifying patterns and recurring challenges that help leadership prioritize where attention and resources are needed
• Partner with the Market Leader to track market priorities, client milestones, and team initiatives — providing consistent updates on progress, commitments, and risks
• Prepare materials for team operating reviews and leadership meetings, document action items, and coordinate follow-through on leadership priorities
• Support coverage planning and account handoffs during leaves or team transitions, identifying gaps and competing deadlines for leadership review in advance
• You will also contribute to cross-team operational projects — such as maintaining shared team resources, updating process documentation, and improving operational workflows — in alignment with priorities set by CS Operations & Enablement leadership.
• About you...
• Bachelor's degree or relevant experience in client success, customer support, operations, or a related business field
• Strong organizational skills and attention to detail — you manage competing priorities, maintain accurate records, and follow through reliably without being reminded
• Clear written and verbal communication skills, with the ability to summarize complex situations, document decisions, and build effective working relationships across teams
• Comfortable working with data — you can use reports and summaries to identify trends, validate information, and translate findings into clear, actionable updates for leadership
• Proficiency in or willingness to learn CRM platforms (Salesforce experience a plus), Microsoft Office, and the tools and systems used to manage client work and shared content
• Sound judgment about when to resolve something independently, when to loop in a CSM, and when to escalate to leadership
• Proactive by default — you identify what needs to happen next without being asked, follow up persistently and professionally, and handle confidential information with discretion
• 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 United States without the need for sponsorship, now or in the future.