Senior Director, Product Management & Patient Experience

About the role

**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. K ey 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 Desig n 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 and referral channels. 2. B2B & B2C Channel Strategy and Design Own the business strategy 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. 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 closed-loop feedback system that keeps partners engaged. Develop the engagement strategy based on business priorities : how PM Pediatric Care reaches families directly through digital channels, what the website experience looks and feels like from first visit to booked appointment, and how HubSpot automation nurtures unconverted leads. Create the B2C engagement model for families after first contact: appointment reminders, portal activation, telehealth preparation, no-show recovery workflows, and long-term engagement through eCW patient communication tools. 3. Business Strategy , Design & Integration This leader does not just design experiences - they partner with marketing, technology to execute the programs . Serve as the business owner of the commercial tech stack, driving configuration, integration, and adoption across HubSpot, eClinicalWorks, and connected tools. Own the HubSpot CRM ecosystem: design and maintain the full pipeline architecture for all referral sources (hospital, urgent care, p