Digital Product Owner II - Omnichannel

SCAN Group is seeking a Digital Product Owner II to lead AI-enabled service experiences across an omnichannel ecosystem. This Mostly Onsite role in Long Beach, CA focuses on governing, optimizing, and continuously improving conversational and intelligent interaction capabilities that support member service delivery outcomes. If you are curious about how AI can change how an organization operates and serves its members, this role centers that curiosity in product strategy and operational impact.

What you’ll own

You will own the experience layer for AI-enabled, conversational service interactions, partnering closely with Member Services, Operations, Digital Experience, and Technology teams. Your work will connect strategic goals and operational needs to actionable requirements, delivery planning, and measurable results.

• 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.
• Build 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.
• Serve as the primary product partner for Member Services and customer service operations.
• 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.
• Establish reusable frameworks and design patterns to scale conversational capabilities across multiple use cases.
• Manage backlogs and delivery artifacts including user stories, acceptance criteria, roadmaps, and releases.
• Facilitate cross-functional planning, prioritization, and decision-making while balancing business priorities, technical constraints, operational needs, risk considerations, and experience objectives.
• Coordinate execution across business and technology teams to deliver products and enhancements.
• Create governance frameworks and evaluation criteria, then manage performance management processes for AI-enabled solutions.
• Drive continuous improvement using analytics, performance monitoring, user feedback, workflow analysis, and operational reviews.

How success is measured

You will define and own KPIs and operational measures for AI-enabled services, including:

• Service efficiency and productivity
• 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

Collaboration across the omnichannel experience

• Work with UX, research, and operational teams so AI-enabled experiences are intuitive, effective, and aligned with customer needs.
• Partner with Compliance, Privacy, Legal, Security, and operational stakeholders to support responsible and effective AI adoption.
• Coordinate integration across telephony, CRM, messaging, digital experience, engagement, and service platforms.
• Ensure email communications and triggered messaging (including Salesforce Marketing Cloud) align with broader journey orchestration patterns.
• Improve continuity across assisted, digital, automated, and AI-enabled experiences.
• Define reusable interaction and service design patterns that support consistency across channels.

Requirements

• 3-5+ years of experience as a Product Owner, Product Manager, Digital Product, Service Operations Technology, Customer Experience, Contact Center Technology, or related roles.
• 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 such as 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, 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 using data and analytics to optimize digital products, customer experiences, or operational performance.

Tools and technologies you may work with

AI technologies, generative AI, conversational AI, voice AI applications, virtual assistants, agent assist solutions, NLP, LLM applications, intelligent automation platforms, workflow orchestration technologies, Genesys, Salesforce, CRM platforms, knowledge management solutions, digital engagement technologies, communication orchestration platforms, Salesforce Marketing Cloud, telephony, messaging, digital experience, engagement, service platforms, and email communications.

Compensation and benefits

• Base salary range: $106,200 - $146,386 per year
• Internal title: Product Owner II
• Work mode: Mostly Onsite
• 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

SCAN Group asks candidates to support the achievement of SCAN’s Vision and Goals. Other duties may be assigned.