Senior Director, Product Management & Patient Experience
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Summary
**This is a remote role**
PM Pediatric Care is building the region's most accessible and responsive urgent care and mental health platform. As we scale across referral channels — hospital systems, urgent care, telehealth, provider networks, and direct-to-consumer access — we need a senior leader who can design what tomorrow looks like and execute it with precision today.
The Sr. Director of Product Management and Patient Experience is the architect of our end-to-end customer journey. This person partners across Technology, Marketing, Clinical Operations, and Business Development to create seamless, scalable solutions that connect every touchpoint — from a hospital discharge planner making a referral to a family scheduling their first virtual visit, from a B2B health system partnership to a parent finding us through a Google search.
This role demands equal parts strategic vision and exceptional execution. The ideal candidate can map a patient's or partner's complete experience, identify where the system breaks down, design the solution, and leverage modern tech stacks — including HubSpot, eClinicalWorks, and integrated telehealth platforms — to bring that solution to life. They think at the 30,000-foot level and operate at ground level simultaneously. Description
Key Responsibilities
1. End-to-End Customer Journey Architecture (Core Mandate)
Design asystemto automatically track every inbound referral from every channel/sourcein partnershipto maximize conversionand drive revenue
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Apply a protocol of outreach tovalidateeach lead, match them with a provider, and schedule an intake appt, and track if they show up to intake and become follow on patients
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Design andcontinuouslyoptimizethe complete customer journey across every channelfrombusinessperspective.This means engineering seamless experiences for families, referring providers, hospital partners, and health system stakeholders from first touch through ongoing care engagement.
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Map and redesign the end-to-end journey for every channel typebased on patient journey: hospital discharge referral, urgent care handoff, health system B2B partnership, telehealth onboarding, D2C digital acquisition, and provider-to-provider referral — documenting every touchpoint, handoff, friction point, and owner.
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Own HubSpot business design across various business units and partner withvariousstakeholdersfor implementation
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Partner with Technologyand marketingto architect the platform layer — configuring HubSpot CRM workflows, eClinicalWorks (eCW) intake and referral pipelines, and patient-facing digital tools — thatmakethe designed journey operational and measurable.
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Build andmaintainintegration frameworks connecting PM Pediatrics' urgent care, telehealth, and outpatient channels into a cohesive care continuum — so patients move across care settings without falling through the gaps.
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Define and enforce experience design standards and principles that govern how every new product, workflow, or partner channel should feel for the patient, family, and referring partner — regardless of their entry point.
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Partner with Marketing to ensure D2C digital touchpoints — website, paid acquisition, SEO/SEM, social, email nurture, and patient portal — reflect the same journey standards as B2B and referral channels.
2. B2B & B2C Channel Strategy and Design
Own thebusinessstrategy and experience design for all inbound and outbound channels — both the referral-driven B2B model and the direct-to-consumer D2C model — ensuring each channel is purpose-built, measurable, and integrated.
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Design the referral management framework for hospital partners: the intake workflow, the onboarding experience for hospital-based discharge planners and ED case managers, the HubSpot-powered communication loop, and the clos