What are the responsibilities and job description for the Genesys Product Owner position at SCAN Health Plan?
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 (, 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 (, 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 (, 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 (, 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 (, 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 :
What's in it for you?
Base salary range : $125, to $200, 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!
Salary : $125 - $200
