Product Owner II - Knowledge Base

SCAN Health Insurance•Long Beach, CA

6d•$106,200 - $153,705•Remote

About The Position

The Product Owner II - Knowledge Base is responsible for defining and prioritizing the features and requirements of a software product or system. They work closely with stakeholders, development teams, and other key players to ensure that the product meets business objectives and delivers value to customers. The Product Owner is the voice of the customer and plays a crucial role in guiding the development process from concept to delivery. They are responsible for creating and maintaining the product backlog, making decisions on feature priorities, and ensuring that the product meets quality standards and user needs. Represents the end user of a software product during product planning, development, and release, as a part of the Agile development process.

Requirements

Associate's Degree or equivalent experience.
3-5 years of experience as a Product Owner working with a knowledge base is required.
Proven experience as a Product Owner or Product Manager, in a digital / AI-focused environment.
Experience working with a complex knowledge base for a call center is required.
Experience utilizing data and analytics to train and optimize performance.
Experience partnering with service, call-center, or customer/member facing teams, preferably in the health plan, managed care, or healthcare industry.
Provide experience as a Product Owner or Product Manager in a digital / AI-focused environment delivering innovative solutions that enable business.
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.)
Excellent verbal and written communication, interpersonal, prioritization, problem solving, and decision-making skills.
Ability to turn strategic thinking into tangible, value-add, consumer-centric solutions.
Ability to drive discovery sessions and workshops with business users.
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.
Strong program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy.
Advanced Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Teams), Visio, SQL, and Microsoft Dynamics are required.

Nice To Haves

Health plan, managed care, or healthcare organization experience is preferred.
AI LLM integration experience or exposure is highly desirable.

Responsibilities

Architect and maintain the advocate knowledge base for our call center, inclusive of migration to a CRM and integration of an AI LLM.
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.
Assist product marketing in defining the target market, developing marketing materials, or understanding the product value proposition.
Performs work with a strong degree of latitude.
Handles the most complex issues.
Possesses expert knowledge of subject matter.
Actively support the achievement of SCAN’s Vision and Goals.
Other duties as assigned.