Senior Director, Product Management & Patient Experience
PM Pediatric CareAbout the role
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 a system to automatically track every inbound referral from every channel/source in partnership to maximize conversion and drive revenue
Apply a protocol of outreach to validate each lead, match them with a provider, and schedule an intake appt, and track if they show up to intake and become follow on patients
Design and continuously optimize the complete customer journey across every channel from business perspective. This means engineering seamless experiences for families, referring providers, hospital partners, and health system stakeholders from first touch through ongoing care engagement.
Map and redesign the end-to-end journey for every channel type based 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.
Own HubSpot business design across various business units and partner with various stakeholders for implementation
Partner with Technology and marketing to architect the platform layer — configuring HubSpot CRM workflows, eClinicalWorks (eCW) intake and referral pipelines, and patient-facing digital tools — that make the designed journey operational and measurable.
Build and maintain integration 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.
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.
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
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