Genesys Product Owner

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Job

The Genesys Product Owner is responsible for ongoing product life cycle management for Genesys, our telephony platform. As the Product Owner, this role partners with IT and business areas (e.g., Service, Sales, Provider, Healthcare Services, Operations) to support the implementation and ongoing enablement of the Genesys platform via a product roadmap to continuously deliver business value.

You Will

Genesys is critical to delivering a best-in-class customer experience. As the Product Owner of this platform, you are responsible for ensuring that we are utilizing the platform to deliver on our customer experience across the multiple customers that engage with the Genesys platform (e.g., members, providers, prospects, brokers, caregivers). This role is uniquely positioned to play in a cross-functional environment engaging with all functional teams that interact with SCAN's various customers (e.g., Member Services, Member Outreach, Healthcare Service, Sales, Broker Support, Member Communications, Digital Strategy). You will partner in a dyad structure with IT to own the overall Genesys product roadmap to deliver value across the various business stakeholders and ultimately enable SCAN to keep our members healthy and independent.

Be responsible for delivering innovative solutions within the Genesys platform to drive business value and create a best-in-class customer experience.

Own the overall Genesys product roadmap across the technology agile lifecycle including backlog management, design, implementation, and value creation measurement.

Collaborate with business, and technology partners across the enterprise to build experiences that delight our end users measured through OKRs and KPIs.

Become the leading subject matter expert in the organization by remaining current with platform releases, new features, connecting platforms / Genesys app foundry partners and industry trends to recommend enhancements and upgrades.

Build business requirements and user stories to support the implementation of new or refreshed capabilities within the platform. Build a strong working knowledge of all the business operational areas.

Be the expert in SCAN's telephony IVR routing strategy across all teams leveraging Genesys as their inbound and outbound tool including ongoing analysis around call patterns and transfers to support IVR routing strategy and workforce capacity planning across the various teams that leverage Genesys.

Lead product user engagement (e.g., feedback sessions, internal user meetings, internal leadership meetings) to ensure adoption and continuous improvement within the platform.

Utilize both quantitative and qualitative data to gather insight, assess performance, identify gaps and continuous focus on improving the Genesys performance to optimize the customer and agent experience.

Become an expert in the data elements feed into the platform along with the integrations to other technologies/platforms across our overall customer experience ecosystem (e.g., CRM, website, omnichannel, campaign management). Provide regular updates on progress, risks, issues, and value creation to leadership.

All other duties as assigned.

Your Qualifications

Bachelor's Degree or equivalent experience

Preferred Certifications or Licenses:
- Genesys certification

Experience Preferred:
- 2-3 years of product management experience, including 1+ years with Telephony product management (Genesys is preferred)
- 2-3 years operational/customer experience, preferably in the healthcare industry
- 1-2 years in omni-channel design and implementation
- Experience with large scale change management initiatives preferred
- Experience with MS Dynamics Platform is a nice to have
- Experience with Campaign Management platforms is a nice to have
- Experience with AI based service technology platforms is a nice to have
- 2-3 years of technology consulting experience managing Telephony implementation, including project planning, business requirement management, business analysis and continuous improvement (nice to have)
- Product management experience including managing backlogs, roadmaps, etc.

- Technical expertise - Advanced analytical skills
- Problem Solving - Basic problem-solving skills
- Communication - Good communication and interpersonal skills

- Customer-focused, creative, iterative thinker with strong problem-solving skills.
- Ability to drive discovery sessions and workshops with business users.
- Strong planning, critical thinking and leadership skills.
- Strong data orientation.
- Proven background in successful management of innovation and implementation initiatives.
- Proven background in successful implementation of technology.
- Proven background in documenting business, technology, and data requirements.
- Strong program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy.
- Excellent interpersonal, group motivation and supervisory skills. Excellent written and oral communication skills, including presentation skills. Excellent organizational skills; ability to prioritize multiple and competing tasks, working independently and in a team environment.
- 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. Ability to identify and incorporate Diversity, Equity, and Inclusion goals and tactics within strategic initiatives. Ability to work well in a fast-paced and dynamic environment. Proficient in MS office, (especially in Excel and PPT)

What's in it for you?

Base salary range: $125,400.00 to $200,600.00 per year

Work Mode - Mostly Remote

Internal title - IT Product Owner

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!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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