Product Owner, Member Experience

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 285,000 members in California, Arizona, Nevada, and Texas. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn; Facebook; and Twitter.

The Job

The Product Owner will be responsible for implementing technical (AI-enabled, automation, digital) solutions that will enhance our member experience and improve efficiencies for our customer-facing teams. This role has ownership across the product lifecycle from strategy through execution, to ensure alignment to business goals and user needs. The Product Owner will establish an integrated roadmap, prioritize capability delivery and partner across the organization to deliver integrated and innovative solutions that elevate the experience for our members and associates.

You Will

• Define and communicate a clear product vision and roadmap, in partnership with business stakeholders, technology, and vendor partners.
• Gather and prioritize business and user requirements through engagement with operational areas, stakeholders, data analysis, and industry research.
• Partner with business and operational teams to refine processes, optimize end-to-end experience, upskill associates, and complete enablement / "go-to-market" preparations. Build & implement a go-to-market plan that will generate awareness, drive solution adoption, establish continuous feedback loops, deliver product improvements, and establish communication channels (internal / external).
• Lead product user engagement (e.g., feedback sessions, workshops, internal user meetings, internal leadership meetings) to ensure usability, adoption, and continuous improvements.
• Delivering innovative solutions to drive business value and create best-in-class customer experience.
• Utilize both quantitative and qualitative data to gather insight, assess performance, identify gaps and continuous improvements that optimize the associate and constituent experience.
• Partner across the organization to architect solutions that can be built once and leveraged broadly to meet multiple business needs across varied stakeholder groups.
• Monitor performance and leverage data to inform, train and optimize performance of AI-enabled tools and solutions. Measure and communicate AI product/platform performance and ROI through dashboards and KPIs.
• Evaluate, define and enhance available member-engagement channels (e.g. chat, text, etc.) and modes of interactions.
• Manage relationships with AI platform vendors, ensuring roadmap alignment and platform performance
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• Actively support the achievement of SCAN's Vision and Goals.
• Other duties as assigned.

Your Qualifications

• 5-8 years of product management experience, including working with business stakeholders, defining user stories, managing roadmaps and establishing backlogs.
• Proven experience as a Product Owner or Product Manager, in a digital / AI-focused environment.
• Strong understanding of AI capabilities (Agent Assist, Virtual Agent, NLP, chatbots, predictive analytics, RPA) and customer service technologies (e.g. CRM, Knowledge Management, Telephony, Digital, etc.)
• Experience utilizing data and analytics to train and optimize performance.
• Background in data analytics or AI/ML
• Experience partnering with service, call-center, or customer/member facing teams, preferably in the healthcare industry.
• Excellent communication, prioritization, problem solving, and decision-making skills.
• Experience with establishing go-to-market plans, that address product roll-out, change management, end user adoption, feedback loops, and continuous improvement.
• Ability to turn strategic thinking into tangible, value-add, consumer-centric solutions.
• Provide experience as a Product Owner or Product Manager in a digital / AI-focused environment delivering innovative solutions that enable business.
• Customer-centric, creative, iterative thinker with ability to decompose a vision into a roadmap, drive day-to-day delivery execution, and build tangible solutions that drive business, outcomes.
• Ability to drive discovery sessions and workshops with business users.
• Experience working in agile teams using Scrum or SAFe frameworks.
• Demonstrated ability to work with all levels of staff, within and external to the organization to achieve goals. Experience with coordinating diverse groups of individuals to achieve overall program success.
• Proven background in successful implementation of technology; including defining processes and documenting requirements (business, technology, and data).
• Excellent interpersonal & communication skills. Strong organizational skills; ability to prioritize multiple and competing tasks, working independently and in a team environment.
• Strong program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy.
• Ability to work well in a fast-paced and dynamic environment.
• Strong planning, critical thinking and leadership skills.
• Technical expertise - Experience enabling & optimizing AI-enabled, automations and digital tools in an agile environment
• Problem Solving - Advanced problem-solving skills
• Communication - Good communication, interpersonal, collaboration & team building skills

What's in it for you?

• Base Pay Range: $125,400 to $179,300 annually
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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