What are the responsibilities and job description for the Genesys Product Owner position at Scangroup?
Description
About SCAN
SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.
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 (e.g., 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 (e.g., 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 (e.g., 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 (e.g., 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 (e.g., 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 : $125,400.00 to $200,600.00 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!
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.
LI-CS2
LI-Hybrid
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)
Salary : $125,400 - $200,600
