Digital Product Owner II - Omnichannel

About this role

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do. Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults. Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity. At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

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 e

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