We’re Apryl, part of the Progyny Inc family.

Our shared mission? To make fertility and family-forming care accessible everywhere, breaking down barriers so that anyone can start a family, no matter where they are. With Progyny's support, we're 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 world-class experience for members utilizing Progyny’s (currently operating as Apryl) fertility and family-building 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, you’ll be responsible for managing team leaders, driving KPIs, refining processes, and collaborating cross-functionally to grow the business.

Tasks

Team leadership & development:
Lead, coach, and develop a high-performing 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 high-volume 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 end-to-end 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 data-driven 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 high-performing 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 day-to-day 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 Berlin-based applicants: €110,000-120,000
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 & in-app training & tools from Nilo Health
Sustainable mobility benefit: Dance e-bike 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!”