Product Owner II - Knowledge Base

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 Product Owner II - Knowledge Base is responsible for defining and prioritizing the features and requirements of a software product or system. They work closely with stakeholders, development teams, and other key players to ensure that the product meets business objectives and delivers value to customers.

The Product Owner is the voice of the customer and plays a crucial role in guiding the development process from concept to delivery. They are responsible for creating and maintaining the product backlog, making decisions on feature priorities, and ensuring that the product meets quality standards and user needs. Represents the end user of a software product during product planning, development, and release, as a part of the Agile development process.

You Will

• Architect and maintain the advocate knowledge base for our call center, inclusive of migration to a CRM and integration of an AI LLM.

• Defines users, creates and maintains user stories, and develops and prioritizes functional requirements for new or revised features or enhancements.

• Develops manageable deliverables, milestones, and development schedules from large or complex user stories; estimates release dates and modifies schedule as required.

• Establishes acceptance criteria for user stories, develops test cases, and approves stories.

• Assist product marketing in defining the target market, developing marketing materials, or understanding the product value proposition.

• Performs work with a strong degree of latitude.

• Handles the most complex issues.

• Possesses expert knowledge of subject matter.

• 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

• Associate's Degree or equivalent experience.

• 3-5 years of experience as a Product Owner working with a knowledge base is required. Health plan, managed care, or healthcare organization experience is preferred.

• Proven experience as a Product Owner or Product Manager, in a digital / AI-focused environment.

• Experience working with a complex knowledge base for a call center is required.

• AI LLM integration experience or exposure is highly desirable.

• Experience utilizing data and analytics to train and optimize performance.

• Experience partnering with service, call-center, or customer/member facing teams, preferably in the health plan, managed care, or healthcare industry.

• Provide experience as a Product Owner or Product Manager in a digital / AI-focused environment delivering innovative solutions that enable business.

• Strong understanding of AI capabilities (Agent Assist, Virtual Agent, NLP, chatbots, predictive analytics, RPA) and customer service technologies (e.g. CRM, Knowledge Management, Telephony, Digital, etc.)

• Excellent verbal and written communication, interpersonal, prioritization, problem solving, and decision-making skills.

• Ability to turn strategic thinking into tangible, value-add, consumer-centric solutions.

• Ability to drive discovery sessions and workshops with business users.

• 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.

• Strong program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy.

• Advanced Microsoft Office (Word, Excel, PowerPoint, Outlook, Access, Teams), Visio, SQL, and Microsoft Dynamics are required.

What's in it for you?

• Base salary range: $106,200 to $153,705 per year.

• Internal title: Product Owner II

• Work Mode: Mostly Remote

• 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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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)