Web Experience & Conversion Optimization Lead

How you move is why were 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 maximizethe abundant opportunities for growth and success.

If this describes you then lets 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

The base pay scale for this position is $112000.00 - $170875.00. In addition this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors including but not limited to: scope of role level of experience education accomplishments internal equity budget and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.

JOB DESCRIPTION
What Success Looks Like (Outcomes)

Within 612 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

• 710 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.