Manager, Digital Acceleration

SCAN Health Insurance•Long Beach, CA

1d•$125,400 - $172,780•Remote

About The Position

The Manager, Digital Acceleration leads strategic initiatives spanning service design, business strategy, and solution delivery. The role translates unmet needs and business opportunities into actionable strategies and develops user-centered experiences that support growth, retention, satisfaction, and health outcomes. Working across business, product, technology, and clinical teams, the manager owns a portfolio of high-impact initiatives from discovery through implementation. They facilitate cross-functional alignment, define future-state experiences and service models, prioritize opportunities based on customer and business value, and partner with product teams to deliver solutions. Acting as both a strategic advisor and product owner, the role connects experience objectives with business goals and typically leads two to three initiatives concurrently, using human-centered design, systems thinking, data, and experimentation.

Requirements

Bachelor’s degree or equivalent experience in User Experience, Business Strategy, or Social Sciences.
At least 5 years of experience in Experience Design or Service Design.
At least 3 years of experience with a health plan.
Experience with project and/or plan implementation, managing stakeholders with different priorities, and moving cross-functional teams toward shared execution goals.
Strong analytical and problem-solving skills with attention to detail.
Highly developed oral and written communication skills, including the ability to convey information clearly and concisely and strong presentation skills.
Ability to excel in an ambiguous environment and adapt to changing priorities.
Ability to manage multiple priorities concurrently and flex between projects.
Track record applying human-centered design methodologies to complex service challenges, including journey mapping, service blueprinting, and participatory research.
Ability to document processes and analyses for reference and reuse.
Advanced Microsoft Office Suite, Visio, and SQL skills.

Nice To Haves

Curiosity about AI and its potential to transform operations and services for members.

Responsibilities

Lead end-to-end agile service design projects, including research planning and execution as needed, experience and service design, requirements and feature definition, and phase-one implementation.
Design and evolve member experiences through research, analytics, and journey-based thinking.
Facilitate cross-functional workshops with business, product, and IT teams to define end-to-end opportunities and vision.
Use member data, journey mapping, and stakeholder input to align priorities and design direction.
Develop design deliverables such as service blueprints, storyboards, journey maps, experience maps, and feature development.
Serve as operational owner for key programs, translating vision and strategy into deliverable features.
Clarify requirements; identify potential points of abrasion; guide and manage vendors; document processes; define operational workflows; and manage issues.
Build executive-level engagement and communication to support decision-making and stakeholder alignment, including leadership presentations, research synthesis, and program updates.
Engage with stakeholders across Marketing, Pharmacy, Product, Member Services, and IT, representing business and technical perspectives and communicating the rationale for design decisions.
Champion SCAN’s mission and ways of working, maintaining cross-departmental relationships and encouraging open dialogue, shared ownership, and continuous learning.
Support the achievement of SCAN’s Vision and Goals.
Perform other duties as assigned.