Product Owner, Member Experience

About the position

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.

Responsibilities

• 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.
• Deliver 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.
• Actively support the achievement of SCAN's Vision and Goals.
• Other duties as assigned.

Requirements

• 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.
• 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.
• 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.
• Advanced problem-solving skills.
• Good communication, interpersonal, collaboration & team building skills.

Benefits

• 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!