Product Owner I - Omnichannel

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 I - Omnichannel is responsible for translating SCAN's Omnichannel strategy into executable member experiences across Telephony, Genesys, AI Voice-adjacent service capabilities, SMS, Email, Preference Center, and other connected engagement channels. This role serves as the day-to-day product owner for Genesys and Telephony execution while helping ensure member journeys are coordinated across channels and aligned to business priorities.

The position combines traditional Agile product ownership with journey execution, stakeholder partnership, requirements definition, backlog management, and delivery coordination. The ideal candidate is execution-oriented, comfortable working across business and technology teams, and able to turn complex member and operational needs into clear, prioritized product work.

Why this role exists: As SCAN expands Omnichannel capabilities, dedicated product ownership is needed to maintain execution discipline, backlog readiness, and delivery coordination across interconnected voice, digital, SMS, email, and service-channel experiences.

You Will

Telephony & Genesys Product Ownership

• Own day-to-day delivery execution for Genesys and Telephony capabilities, including backlog management, user stories, acceptance criteria, and release coordination.

• Partner with Customer Service, Operations, IT, and other business stakeholders to prioritize enhancements that improve member and agent experiences.

• Support the integration of Telephony work into broader Omnichannel objectives and member journey priorities.

Member Journey Execution

• Translate Omnichannel strategy into actionable roadmap items, requirements, and delivery plans.

• Coordinate experience improvements across voice, SMS, email, digital, and service channels so journeys feel connected and measurable.

• Identify journey friction points and prioritize work that improves member outcomes, task completion, containment, and service quality.

Agile Product Management

• Serve as Product Owner in Agile ceremonies, including backlog refinement, sprint planning, demos, and retrospectives.

• Define users, write and refine user stories, establish acceptance criteria, and approve completed work against business and experience expectations.

• Collaborate with engineering, UX, analytics, architecture, operations, and business partners to define feasible solutions and delivery commitments.

Stakeholder Partnership & Communication

• Facilitate discovery sessions and working sessions to clarify business needs, assumptions, open questions, dependencies, and success measures.

• Communicate priorities, tradeoffs, timeline changes, decisions, and product outcomes clearly to leadership and cross-functional partners.

• Build alignment across Omnichannel leadership and partner teams to keep execution focused on member experience and business value.

Performance & Continuous Improvement

• Monitor product and experience performance using operational metrics, analytics, feedback, and issue trends.

• Use data and feedback to recommend ongoing optimization opportunities across Telephony and related Omnichannel journeys.

• Support continuous improvement of member experience, operational efficiency, containment, and channel effectiveness.

Other

• 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.

Required Experience

• 0-3 years of Product Owner, Product Manager, Business Analyst, or equivalent experience supporting digital products or customer-facing technologies.

• Experience managing requirements, user stories, acceptance criteria, priorities, and Agile delivery practices.

• Strong communication, stakeholder management, prioritization, problem-solving, and decision-making skills.

• Demonstrated ability to work across business and technology teams to drive execution and achieve shared outcomes.

• Product Ownership - Backlog management, user story development, acceptance criteria, prioritization, roadmap translation, and Agile ceremony participation.

• Journey Orientation  - Ability to connect channel-specific delivery work to end-to-end member journeys and service outcomes.

• Stakeholder Leadership - Clear communication, alignment-building, meeting facilitation, and practical management of tradeoffs and dependencies.

• Analytical Thinking - Ability to use data, feedback, and issue trends to identify opportunities and guide continuous improvement.

Preferred Experience

• Experience with Telephony, Genesys, contact center, CRM, or customer-service technologies.

• Experience supporting digital member, customer, or service experiences in healthcare, Medicare, health plan operations, or another regulated industry.

• Experience using data, analytics, feedback, or testing to optimize product and service outcomes.

• Exposure to AI-enabled service technologies, virtual agents, conversational AI, automation, or adjacent digital service platforms.

What's in it for you?

• Base salary range: $92,400 to $110,000 per year

• Internal title: Product Owner I

• Work Mode: Partially Remote

• An annual employee bonus program

• Robust Wellness Program

• Generous paid-time-off (PTO)

• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday

• Excellent 401(k) Retirement Saving Plan with employer match and contribution

• 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-MS1

#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)