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About the Role

HSS is a leading hospital for orthopedics and rheumatology, seeking exceptional talent to join their innovative, supportive, and inclusive environment. This role is crucial in transforming the enterprise by optimizing the online patient experience and driving growth through improved digital performance.

Responsibilities

• Increase online booking conversion rate from key marketing entry points and priority service line journeys.
• Reduce friction in the patient booking path, including navigation, content clarity, flow, page speed, and mobile UX.
• Improve organic discoverability for priority conditions, providers, and locations, converting traffic to bookings.
• Establish a repeatable operating model for web optimization: roadmap, build, QA, release, measure, and iterate.
• Collaborate with digital planning, analytics, web, patient experience, and CRM teams to optimize patient experience and improve growth performance.
• Develop a strategic user experience roadmap reflecting broader audiences and offerings, ensuring strong category discoverability and flow for consideration/booking pages.
• Create a strategic personalization journey using insights from web and data teams, incorporating AI for customization.
• Define and manage a conversion optimization roadmap with online booking as the primary KPI.
• Diagnose and reduce funnel drop-off across the booking path.
• Partner with Media/Performance to ensure major campaigns have optimized landing experiences and clear conversion pathways.
• Lead UX strategy for high-value patient journeys.
• Improve information architecture, navigation, and on-page content structure to match patient intent.
• Ensure mobile-first, accessible experiences designed around patient tasks.
• Partner with content leads and Digital Content Managers to build a search-first content approach, including on-page SEO, internal linking, structured headings, metadata, and schema alignment.
• Identify content gaps and opportunities based on search demand and conversion performance.
• Own the Optimizely CMS content experience strategy, including templates, components, governance, workflows, QA standards, and release cadence.
• Translate conversion and UX needs into CMS requirements and backlog priorities.
• Ensure clean content operations, including versioning, approvals, publishing standards, and consistent UX patterns.
• Manage the web intake process, prioritizing requests based on impact to bookings, patient experience, and growth priorities.
• Create clear requirements and acceptance criteria; manage QA and release planning.
• Ensure tracking and measurement are correctly implemented and maintained.
• Manage and develop Digital Content Managers and the Developer/CMS expert.
• Set goals, coach performance, and establish a high-output operating rhythm.
• Work closely with AVP Media Strategy & Performance to connect media strategy, landing experience, and conversion performance.
• Partner with Enterprise Analytics on funnel measurement, attribution inputs, dashboards, and insights.
• Coordinate with Brand/Creative on UX patterns and content quality.
• Align with IT/Data & Tech on platform health, performance, security, and technical feasibility.

Requirements

• 7–10+ years leading web experience, UX strategy, digital product, or conversion optimization.
• Demonstrated experience improving conversion to a primary digital action (e.g., online booking, lead form, scheduling).
• Optimizely CMS expertise (required) — strong command of content modeling, templates/components, workflows, publishing governance, and platform collaboration with developers.
• Strong SEO fluency: ability to partner with content and technical teams to improve rankings and conversion quality.
• Strong analytics orientation: comfort using data to diagnose drop-off, prioritize improvements, and report results.
• Experience leading teams and working in matrixed environments.
• In-office, 3X week in Manhattan location.
• Healthcare, digital front door, or regulated-industry experience (preferred).
• Familiarity with accessibility best practices (WCAG) and performance optimization (Core Web Vitals concepts) (preferred).
• Experience with experimentation and personalization programs (preferred).

Skills

• Web Conversion Optimization
• UX Strategy
• Digital Product Management
• Optimizely CMS
• SEO
• Analytics
• Team Leadership
• Accessibility Best Practices (WCAG)
• Performance Optimization (Core Web Vitals)
• Experimentation
• Personalization

Location

• Manhattan

Work Type

• Regular Full time
• In-office, 3X week

Experience Level

• 7-10+ years

About the Company

• HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report.
• Recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation.
• HSS provides an innovative, supportive, and inclusive environment for all employees.
• Employees work with colleagues who are passionate about their work and deeply committed to the company's Mission.

Equal Opportunity

• Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment.
• Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.