Description
A well-funded surrogacy and egg donation agency is seeking an experienced Director of Intended Parent Services to lead all aspects of the client experience for intended parents pursuing gestational surrogacy and egg donation. Total on-track earnings, including commissions and bonuses, is expected to be ~1.5-2.5x the base salary ($60-90k depending on experience), depending on performance.
You will own the end-to-end journey for intended parents, from first inquiry to post-birth, ensuring each client receives best-in-class guidance, communication, and support throughout one of the most meaningful experiences of their lives.
Lead all aspects of client service, and work with surrogacy and egg donation journey coordinators to support intended parents through each phase of their journey.
Implement standardized workflows, checklists, and communication frameworks to ensure consistency, transparency, and quality across hundreds of concurrent journeys.
Serve as the escalation point for high-touch clients, resolving complex emotional, logistical, or contractual issues with professionalism and care.
Identify any gaps in the client experience and work with CEO and CTO to implement technology initiatives to drive measurable improvements in NPS, time-to-match, retention and referral rate
Qualifications
- 5+ years of experience in surrogacy, fertility, or related healthcare services (agency or IVF clinic preferred)
- Experience in a client services role
- Desire to work in a sales-oriented role with substantial compensation upside (ability to 1.5-2.5x+ base salary with commission/bonus)
- Exceptional empathy and communication skills
- Strong organizational mindset, comfortable designing and enforcing processes
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
