Senior Director, Product Management & Patient Experience

Role Description

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.

• 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 appointment.
• Design and continuously optimize the complete customer journey across every channel from a business perspective.
• Map and redesign the end-to-end journey for every channel type based on patient journey.
• 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.
• Build and maintain integration frameworks connecting PM Pediatrics' urgent care, telehealth, and outpatient channels.
• Define and enforce experience design standards and principles.
• Partner with Marketing to ensure D2C digital touchpoints reflect the same journey standards.

Qualifications

• 10–15 years of progressive experience in product design, product management, or digital health innovation — with at least 4–5 years at the Director or Sr Director level in a healthcare or behavioral health setting.
• Demonstrated experience designing end-to-end customer or patient journeys across multiple channels in a healthcare organization.
• Hands-on expertise with HubSpot CRM: pipeline architecture, marketing automation workflows, reporting dashboards, and integration configuration.
• Working knowledge of eClinicalWorks (eCW) or equivalent EHR platform.
• Proven track record building and scaling multi-channel referral management systems.
• Experience integrating adjacent care settings into a cohesive patient care continuum.
• Strong analytical fluency: able to define KPIs and build measurement frameworks.
• Experience operating in a matrixed, cross-functional organization.
• Masters degree in Business, Healthcare Administration, Marketing, Health Informatics, Computer Science, or a related field.

Requirements

• Experience at a behavioral health, mental health, or pediatric health organization.
• Background at a high-growth digital health company with Sr. Director-level product/design/growth responsibility.
• Familiarity with healthcare marketing compliance including HIPAA and telehealth advertising regulations.
• Experience with CRM-to-EHR integration architecture.
• Background in patient experience design, UX research, or service design in a clinical or consumer health context.
• Understanding of SEO/SEM, paid digital acquisition, content marketing, and reputation management.

Benefits

• Target Compensation: $200,000 - $250,000.
• The salary/rate range listed here has been provided to comply with local regulations.

EEO Statement

PM Pediatric Care is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status or any other characteristic protected by law.