Product Owner I - Omnichannel

SCAN Health Insurance•Long Beach, CA

4d•$92,400 - $110,000•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.
Curious about AI and its power to transform how we operate and serve our members.

Responsibilities

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.
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.
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.
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.
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.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.