Hospital for Special Surgery

Web Experience & Conversion Optimization Lead

Hospital for Special Surgery • $100K — $130K *
New York, NY 10025In-Person
Healthcare
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7-10+ years leading web experience, UX strategy, digital product, or conversion optimization
  • Proven history of enhancing conversion to primary digital actions like online bookings or lead forms
  • Expert in Optimizely CMS with a strong grasp of content modeling and governance
  • Strong SEO skills to improve rankings and conversion quality
  • Analytical mindset with the ability to use data for diagnosing drop-offs and prioritizing improvements
  • Experience in people leadership and navigating matrixed environments
  • In-office presence required 3 days a week in Manhattan

Responsibilities

  • Define and manage a conversion optimization roadmap focusing on online booking as the primary KPI
  • Diagnose and improve booking funnel drop-off across various stages
  • Lead UX strategy for high-value patient journeys while ensuring mobile-first design
  • Enhance information architecture and navigation to align with patient intent
  • Collaborate with content teams to implement SEO best practices for better discoverability
  • Oversee the content experience strategy on the Optimizely CMS, ensuring clean operations
  • Prioritize web improvement requests based on their impact on bookings and patient experience

Benefits

  • Professional development opportunities
  • Collaborative working environment
  • Access to advanced digital tools and platforms
  • Opportunities for team leadership and mentorship
  • Focus on improving patient experience in digital healthcare
Full Job Description
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 14 build 14 QA 14 release 14 measure 14 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 14 provider/service selection 14 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 14 care team 14 location 14 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)

About Hospital for Special Surgery

Hospital for Special Surgery (HSS) is a hospital in New York City that specializes in orthopedic surgery and the treatment of rheumatologic conditions. Founded in 1863 by James Knight, HSS is the oldest orthopedic hospital in the United States. The hospital has been ranked the top orthopedic hospital in the United States by U.S. News & World Report for 11 consecutive years. HSS has a staff of over 4000 employees, including more than 200 physicians and surgeons, and treats over 32,000 inpatients and 300,000 outpatients annually.
Learn more about Hospital for Special Surgery
Size
4,000 employees
Industry
Healthcare
Founded
1863
* Ladders Estimates

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