Web Experience & Conversion Optimization Lead

How you move is why we're here.

Now more than ever.

Get back to what you need and love to do.

The possibilities are endless...

Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success.

If this describes you then let's talk!

HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Emp Status

Regular Full time

Work Shift

Day (United States of America)

Compensation Range

What you will be doing

JOB DESCRIPTION

What Success Looks Like (Outcomes)

Within 6-12 months, this role will:

• Increase online booking conversion rate from key marketing entry points and priority service line journeys to achieve enterprise business goals.
• Reduce friction in the path to booking (navigation, content clarity, flow, page speed, mobile UX).
• Improve organic discoverability for priority conditions/providers/locations and convert that traffic to bookings.
• Establish a repeatable operating model for web optimization: roadmap → build → QA → release → measure → iterate.
• Multidisciplinary collaboration with digital planning, analytics, web, patient experience and CRM to optimize patient experience to improve growth performance.
• Roadmap strategic user experience, reflecting broader audience and offerings, providing strong category discoverability and flow for consideration/booking pages, delivering on patient acquisition goals.
• Develop a strategic personalization journey, leveraging insights from web and data teams, infusing AI for customization

Core Responsibilities

1) Own the Web Conversion Engine (Online Booking)

• Define and manage a conversion optimization roadmap focused on online booking as the primary KPI.
• Diagnose and reduce funnel drop-off across the booking path (landing page → provider/service selection → booking flow).
• Partner with Media/Performance to ensure every major campaign has an optimized landing experience and clear conversion pathway.

2) UX Strategy & Patient Journey Optimization

• Lead UX strategy for high-value journeys (e.g., condition → care team → location → booking).
• Improve information architecture, navigation, and on-page content structure to match patient intent and reduce confusion.
• Ensure experiences are mobile-first, accessible, and designed around patient tasks (find care fast, build confidence, book easily).

3) Discoverability: SEO + Content Performance

• Partner with content leads and Digital Content Managers to build a search-first content approach:

• on-page SEO best practices, internal linking, structured headings, metadata, and schema alignment where applicable

• Identify content gaps and opportunities based on search demand and conversion performance (what attracts the right traffic that books).

4) Optimizely CMS Ownership & Governance

• Own the Optimizely CMS content experience strategy: templates, components, governance, workflows, QA standards, and release cadence.
• Translate conversion and UX needs into CMS requirements and backlog priorities (components that improve conversion and speed time-to-launch).
• Ensure clean content operations: versioning, approvals, publishing standards, and consistent UX patterns across service lines/regions.

5) Backlog, Delivery, and Continuous Improvement

• Run the web intake process: prioritize requests based on impact to bookings, patient experience, and growth priorities.
• Create clear requirements and acceptance criteria; manage QA and release planning with the Developer/CMS expert.
• Ensure tracking/measurement is correctly implemented and maintained (in partnership with Analytics).

6) People Leadership

• Manage and develop Digital Content Managers and the Developer/CMS expert.
• Set goals, coach performance, and establish a high-output operating rhythm (weekly standups, sprint planning, monthly performance reviews).

7) Cross-Functional Collaboration

• 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 that builds trust and drives action.
• Align with IT/Data & Tech on platform health, performance, security, and technical feasibility.

Qualifications

Required

• 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

Preferred

• Healthcare, digital front door, or regulated-industry experience.
• Familiarity with accessibility best practices (WCAG) and performance optimization (Core Web Vitals concepts).
• Experience with experimentation and personalization programs (even if experimentation tooling is separate from CMS).
• Page speed indicators / performance health (as tracked internally)
• Accessibility adherence improvements
• Patient satisfaction signals tied to digital journeys (if available)

Non-Discrimination Policy

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. Consistent with this commitment, 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.