Telephony Product Owner

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

Represents the end user of a software product during product planning, development, and release, as a part of the Agile development process. The Product Owner is responsible for managing the product life cycle for our telephony platform, including our workforce management tools. As the Product Owner, this role partners with business stakeholders and IT partners to drive implementation of new capabilities, deliver enhancements to existing functionality, and build integrations across our technology suite to meet business needs. The Product Owner will be accountable for establishing an integrated roadmap, prioritizing capability delivery and partnering across the organization to deliver business value.

You Will

• Defines users, creates and maintains user stories, and develops and prioritizes functional requirements for new or revised features or enhancements. Develops manageable deliverables, milestones, and development schedules from large or complex user stories; estimates release dates and modifies schedule as required. Establishes acceptance criteria for user stories, develops test cases, and approves stories. May assist product marketing in defining the target market, developing marketing materials, or understanding the product value proposition.
• Performs work with a high degree of latitude. Handles the most complex issues. Possesses expert knowledge of subject matter. Provides leadership, coaching, and/or mentoring to subordinate a group. May act as lead or first-level supervisor.
• Partner across the organization to drive definition and delivery of our telephony channel roadmap - Includes engaging with multiple functional stakeholders to understand their business needs, partnering with our IT team to establish a product delivery roadmap, and integrating with other product / technology teams to ensure continuity across constituents and engagement channels.
• Own the overall telephony product roadmap across the technology agile lifecycle including backlog management, design, implementation, and value creation measurement.
• Collaborate with business and technology partners across the enterprise to build experiences that delight our end users measured through OKRs and KPIs.
• Be responsible for delivering innovative solutions to drive business value and create a best-in-class customer experience. 10 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., CRM, website, omnichannel, campaign management). Provide regular updates on progress, risks, issues, and value creation to leadership.
• Build business requirements and user stories to support the implementation of new or refreshed capabilities within the platform. Build a strong working knowledge of all the business operational areas.
• Lead product user engagement (e.g., feedback sessions, internal user meetings, internal leadership meetings) to ensure adoption and continuous improvement within the platform.
• Be the expert in SCAN's telephony IVR routing strategy across all teams including ongoing analysis around call patterns and transfers to support IVR routing strategy and workforce capacity planning across the various teams that leverage these technology solutions to support their core business operations.
• 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. 9 Utilize both quantitative and qualitative data to gather insight, assess performance, identify gaps and continuous focus on improving performance to optimize the customer and agent experience.
• 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 preferred
• Genesys certification preferred
• 5-8 years of product management experience, including working with business stakeholders, defining user stories, managing roadmaps and establishing backlogs.
• Management of telephony implementation, including project planning, business requirement management, business analysis and continuous improvement; Genesys experience preferred.
• Expertise in telephony platforms with deep knowledge of IVR systems, call routing strategies, and system integrations to optimize communication workflows
• Understanding of emerging AI/ML technologies in contact centers space, including agent assist, AI-powered copilots, predictive analytics, etc. to enhance telephony capabilities and customer experience.
• Operational/customer experience, preferably in the healthcare industry
• Involvement in delivering large scale initiatives and supporting change management
• Experience with MS Dynamics Platform, Campaign Management platforms, AI technology platforms, and omni-channel design/implementation.
• Experience working in Consulting organization driving customer experience, telephony, or transformation initiatives.
• Technical expertise - Advanced analytical skills
• Problem Solving - Advanced problem-solving skills
• Communication - Good communication and interpersonal skills
• Ability to work as part of a team. Decision-making skills. Problem management. Oral and written communication skills. Ability to build collaborative relationships. Customer/client orientation. Analytical thinking skills. Technical expertise. Computer skills. Project scheduling skills. Project management skills. Interpersonal skills.
• Customer-focused, creative, iterative thinker with strong problem-solving skills.
• Ability to drive discovery sessions and workshops with business users.
• Strong data orientation. Strong planning, critical thinking and leadership skills.
• Proven background in successful management of innovation and implementation initiatives.
• Proven background in successful implementation of technology.
• Proven background in documenting business, technology, and data requirements.
• Strong program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy.
• Excellent interpersonal, group motivation and supervisory skills. Excellent 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.
• 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. Ability to identify and incorporate Diversity, Equity, and Inclusion goals and tactics within strategic initiatives. Ability to work well in a fast-paced and dynamic environment. Proficient in MS office, (especially in Excel and PPT)

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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