Digital Product Owner II - Omnichannel

The Job

The Digital Product Owner II - Omnichannel is responsible for the strategy, governance, optimization, and continuous improvement of AI-enabled service experiences across SCAN's omnichannel ecosystem. This role serves as the product owner for conversational and intelligent interaction capabilities, partnering closely with Member Services, Operations, Digital Experience, and Technology teams to design, implement, and continuously improve how AI technologies support service delivery, workforce effectiveness, and customer experience outcomes.

The role owns the experience layer that connects conversational technologies, contact center platforms, digital engagement channels, workflow automation, and service operations into cohesive end-to-end experiences. This includes defining product strategy, establishing governance and quality standards, prioritizing enhancements, measuring outcomes, and ensuring AI-enabled capabilities deliver measurable business and operational value.

The ideal candidate combines strong product ownership skills with practical experience in AI technologies, conversational systems, contact center operations, digital engagement platforms, and customer experience design. They must be comfortable operating at the intersection of technology, operations, analytics, and experience while helping the organization responsibly scale emerging AI capabilities.

Key Responsibilities:

AI Product Strategy & Ownership

• Own product strategy, roadmap, backlog, and prioritization for AI-enabled service and conversational technology capabilities.
• Partner with business and technology leaders to identify, evaluate, and scale new AI-powered capabilities.
• Translate strategic goals and operational needs into actionable product requirements and delivery plans.
• Develop business cases, success measures, and investment priorities for emerging AI solutions.
• Ensure AI capabilities align to organizational objectives, operational requirements, regulatory obligations, and experience goals.

Service Experience & Member Services Partnership

• Serve as the primary product partner for Member Services and customer service operations.
• Collaborate with operational leaders to identify opportunities to improve efficiency, service quality, consistency, and user experience through AI-enabled solutions.
• Understand service workflows, operational pain points, escalation patterns, and customer interaction trends to inform product decisions.
• Support change management, adoption, and operational readiness activities associated with AI technologies.

Conversational Technology & Experience Design

• Lead product ownership for conversational technologies, intelligent assistants, virtual agents, agent-assist solutions, and emerging interaction models.
• Define experience standards, governance processes, interaction principles, and quality expectations.
• Partner with UX, research, and operational teams to ensure AI-enabled experiences are intuitive, effective, and aligned with customer needs.
• Establish reusable frameworks and design patterns that support scaling conversational capabilities across multiple use cases.

Product Delivery & Roadmap Management

• Manage and prioritize product backlogs, user stories, acceptance criteria, roadmaps, and releases.
• Facilitate cross-functional planning, prioritization, and decision-making activities.
• Balance business priorities, technical constraints, operational needs, risk considerations, and experience objectives.
• Coordinate execution across business and technology teams to ensure successful delivery of products and enhancements.

AI Governance & Continuous Improvement

• Establish product governance frameworks, quality standards, evaluation criteria, and performance management processes.
• Define success metrics and operational KPIs for AI-enabled solutions.
• Drive continuous improvement through analytics, performance monitoring, user feedback, workflow analysis, and operational reviews.
• Partner with Compliance, Privacy, Legal, Security, and Operational stakeholders to ensure responsible and effective AI adoption.

Omnichannel Journey Orchestration

• Partner with product owners across telephony, CRM, messaging, digital experience, engagement, and service platforms.
• Ensure AI capabilities are integrated effectively across broader customer and operational journeys.
• Ensure email communications and triggered messaging within platforms such as Salesforce Marketing Cloud align with broader journey orchestration patterns.
• Define reusable interaction and service design patterns that support consistency across channels.
• Improve continuity across assisted, digital, automated, and AI-enabled experiences.

Performance Measurement & Optimization
Define and own KPIs including:

• Service efficiency and productivity measures
• Containment and automation effectiveness
• Customer satisfaction and quality outcomes
• Adoption and utilization metrics
• Journey completion rates
• Operational performance indicators
• AI solution effectiveness and value realization
• Employee productivity and experience metrics

Other

• 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:

Required Experience

• 3-5+ years of Product Owner, Product Manager, Digital Product, Service Operations Technology, Customer Experience, Contact Center Technology, or related experience.
• Proven experience delivering technology-enabled business solutions in Agile environments.
• Experience working directly with customer service, contact center, operations, or service delivery organizations.
• Strong understanding of product management disciplines including backlog management, roadmap development, stakeholder engagement, and requirements definition.
• Demonstrated ability to translate business objectives into measurable outcomes and actionable product strategies.

Preferred Experience

• Experience with AI technologies, including generative AI, conversational AI, voice AI applications, virtual assistants, agent assist solutions, NLP, LLM applications, intelligent automation platforms, and workflow orchestration technologies.
• Experience with customer engagement and contact center platforms, including Genesys, Salesforce, CRM platforms, knowledge management solutions, digital engagement technologies, communication orchestration platforms, and email communication tools such as Salesforce Marketing Cloud.
• Healthcare, Medicare Advantage, or other highly regulated industries.
• Experience establishing governance models, evaluation frameworks, or operational standards for AI-enabled products.
• Experience leveraging data and analytics to optimize digital products, customer experiences, or operational performance.

What's in it for you?

• Base salary range: $106.200 to $146,386 per year
• Internal title: Product Owner II
• Work Mode: Mostly Onsite
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• 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!

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