Digital Product Owner II

SCAN (Senior Care Action Network) is a nonprofit health organization founded in 1977, serving more than 500,000 older adults across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. Its work spans Medicare Advantage, fully integrated care models, primary care, and care for medically and socially complex populations, all guided by a mission to keep seniors healthy and independent.

The role

The Digital Product Owner II - Omnichannel owns the strategy, governance, optimization, and continuous improvement of AI-enabled service experiences across SCAN's omnichannel ecosystem. The role acts as product owner for conversational and intelligent interaction capabilities, sitting at the junction of Member Services, Operations, Digital Experience, and Technology. It owns the experience layer connecting conversational technologies, contact center platforms, digital engagement channels, workflow automation, and service operations into cohesive end-to-end experiences.

What you would do

• Define and manage product strategy, roadmap, backlog, and prioritization for AI-enabled service and conversational technology capabilities.
• Partner with Member Services and operational leaders to identify opportunities to improve efficiency, service quality, and customer experience through AI solutions.
• Lead product ownership for conversational technologies, intelligent assistants, virtual agents, agent‑assist solutions, and emerging interaction models.
• Translate strategic goals and operational needs into actionable product requirements, user stories, acceptance criteria, and delivery plans.
• Establish governance frameworks, quality standards, and performance management processes for AI-enabled products.
• Define and own KPIs covering service efficiency, containment and automation effectiveness, customer satisfaction, adoption, journey completion, and AI value realization.
• Coordinate with product owners across telephony, CRM, messaging, digital experience, and service platforms to ensure AI capabilities integrate effectively across customer journeys.
• Partner with Compliance, Privacy, Legal, Security, and Operational stakeholders to ensure responsible AI adoption.
• Drive continuous improvement through analytics, performance monitoring, user feedback, and operational reviews.

What they are looking for

• 3-5+ years of experience as a Product Owner, Product Manager, or in Digital Product, Service Operations Technology, Customer Experience, or Contact Center Technology roles.
• Proven track record delivering technology-enabled solutions in Agile environments.
• Direct experience working with customer service, contact center, or service delivery organizations.
• Strong grounding in product management disciplines: backlog management, roadmap development, stakeholder engagement, and requirements definition.
• Ability to translate business objectives into measurable outcomes and actionable product strategies.
• Preferred: experience with AI technologies including generative AI, conversational AI, voice AI, virtual assistants, agent‑assist, NLP, LLM applications, and intelligent automation platforms.
• Preferred: familiarity with contact center and customer engagement platforms such as Genesys, Salesforce, Salesforce Marketing Cloud, CRM, and knowledge management solutions.
• Preferred: experience in healthcare, Medicare Advantage, or other highly regulated industries.
• Preferred: experience establishing governance models or evaluation frameworks for AI-enabled products.
• Preferred: use of data and analytics to optimize digital products or operational performance.

Working arrangements

The role is based at SCAN's Long Beach office and is designated as mostly onsite (hybrid).

Pay and benefits

• Base salary: $106,200 - $146,386 per year
• Annual employee bonus program
• Generous paid time off (PTO)
• Eleven paid holidays per year, plus one floating holiday and one birthday holiday
• 401(k) retirement savings plan with employer match and contribution
• Wellness program
• Employee recognition program
• Tuition reimbursement