Product Owner II - Member CRM

SCAN Group is building and evolving a customer relationship management platform that supports engagement with members, providers, and brokers. As Product Owner II for the Member CRM, you will help shape how the desktop relationship management solution works in practice, from documenting and prioritizing needs to collaborating across teams to deliver integrated improvements. This hybrid role is based in Long Beach, CA.

What you’ll be accountable for

• Partner across the organization to drive definition and delivery of the desktop or relationship management solution, including working with multiple functional stakeholders, partnering with IT on solution definition, and coordinating with other product or technology teams to maintain continuity across constituents and engagement channels.
• Develop business requirements and user stories for new or refreshed platform capabilities.
• Work with business stakeholders to define and refine processes that optimize the end-to-end experience, building strong working knowledge of operational and business areas.
• Lead product user engagement activities such as feedback sessions, workshops, internal user meetings, and leadership touchpoints to support adoption and continuous improvement.
• Deliver solutions intended to drive business value and create a best-in-class experience.
• Identify and deploy strategies that promote end-user adoption and utilization.
• Use quantitative and qualitative data to assess performance, identify gaps, and support continuous improvements for associate and constituent experiences.
• Build expertise in data elements feeding the platform, including integrations with other technologies across the customer experience ecosystem (such as digital tools, engagement channels, and campaign management), and provide regular updates on progress, risks, issues, and value creation to leadership.
• Act as a subject matter expert by staying current on platform releases, new features, connected platforms or partners, and industry trends to recommend enhancements and upgrades.
• Support SCAN’s Vision and Goals, along with other duties as assigned.

Required background

• Bachelor’s Degree or equivalent experience.
• 3–5 years of product management experience, including working with business stakeholders, defining user stories, managing roadmaps, and establishing backlogs.
• Experience with Microsoft Dynamics 365.
• Background in desktop or CRM application implementation, including project planning, business requirement management, business analysis, and continuous improvement (MS Dynamics 365 experience preferred).
• Operational or customer experience, preferably in the healthcare industry.
• Experience with omni-channel design and implementation.
• Involvement in delivering large-scale initiatives and supporting change management.
• Experience with Genesys, campaign management platforms, or AI technology platforms.
• Customer-focused, creative, iterative thinking with strong problem-solving skills.
• Ability to drive discovery sessions and workshops with business users.
• Strong planning, critical thinking, and leadership skills, with the ability to operate in a fast-paced environment.
• Proven technology implementation experience, including defining processes and documenting requirements across business, technology, and data.
• Strong program and project management skills, plus strong written and oral communication and presentation skills.
• Excellent organizational skills, including prioritizing competing tasks and coordinating diverse groups to achieve program success.

Technologies you may work with

• Microsoft Dynamics 365
• Genesys

Compensation and benefits

• Base Pay: $106,200 to $153,705 annually
• Annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement

SCAN Group also highlights an interest in AI and its potential to change how teams operate and serve members.