Product Owner II - Member CRM

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

The Job

The Product Owner II is responsible for helping build and maintain our customer relationship management tool. This solution will be used to support our engagement with members, providers, and brokers. The Product Owner will be accountable documenting processes, identifying business needs, prioritizing capability delivery and partnering across the organization to deliver an integrated cross-functional solution, that is foundational to enabling our future state vision.

You Will

• Partner across the organization to drive definition and delivery of our desktop / relationship management solution – Including engaging with multiple functional stakeholders to understand their business needs, partnering with our IT team to define solutions, and integrating with other product / technology teams to ensure continuity across constituents and engagement channels. 
• Build business requirements and user stories to support the implementation of new or refreshed capabilities within the platform. 
• Partner with business stakeholders to define / refine processes to optimize the end-to-end experience. Establish a strong working knowledge of the business and operational areas.
• Lead product user engagement (e.g., feedback sessions, workshops, internal user meetings, internal leadership meetings) to ensure adoption and continuous improvement within the platform.
• Deliver innovative solutions to drive business value and create a best-in-class experience.
• Identify and deploy strategies to help promote end user adoption & utilization.
• Utilize both quantitative and qualitative data to gather insight, assess performance, identify gaps and continuous improvements that optimize the associate and constituent experience.
• Become an expert in the data elements feed into the platform along with the integrations to other technologies/platforms across our overall customer experience ecosystem (e.g., digital tools, engagement channels, campaign management, etc.). Provide regular updates on progress, risks, issues, and value creation to leadership.
• Become the leading subject matter expert in the organization by remaining current with platform releases, new features, connecting platforms / partners and industry trends to recommend enhancements and upgrades.
• 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

• Bachelor's Degree or equivalent experience
• 3-5 years of product management experience, including working with business stakeholders, defining user stories, managing roadmaps and establishing backlogs.
• Experience with Microsoft Dynamics 365
• Management of desktop / CRM application implementation, including project planning, business requirement management, business analysis and continuous improvement; MS Dynamics 365 experience preferred.
• Operational/customer experience, preferably in the healthcare industry.
• Engagement in omni-channel design and implementation. 
• Involvement in delivering large scale initiatives and supporting change management 
• Experience with Genesys, Campaign Management platforms, or AI technology platforms
• Customer-focused, creative, iterative thinker with strong problem-solving skills.
• Ability to drive discovery sessions and workshops with business users.
• Strong planning, critical thinking and leadership skills.
• Ability to work well in a fast-paced and dynamic environment.
• Proven background in successful implementation of technology; including defining processes and documenting requirements (business, technology, and data).
• Strong program & project management skills
• Strong written and oral communication skills, including presentation skills.
• Excellent organizational skills; ability to prioritize multiple and competing tasks, working independently and in a team environment.
• Experience with coordinating diverse groups of individuals to achieve overall program success. 

What's in it for you?

• Base Pay Range: $106,200 to $153,705 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.

#LI-DNI

#LI-Hybrid

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)