Sr Mgr Omnichannel Digital Strategy & Product

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 285,000 members in California, Arizona, Nevada, and Texas. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 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

We are seeking a strategic, hands-on leader to define and execute SCAN's omnichannel digital ecosystem. This role will own the product strategy and delivery for integrated customer experiences across digital, telephonic, in-person, and print channels. You'll lead a small team of product owners and collaborate cross-functionally to ensure our platforms are seamless, scalable, and customer-centric.

You Will

Lead Omnichannel Strategy & Execution

• Develop and oversee SCAN's omnichannel engagement roadmap, aligning digital, call center, in-person, and print touchpoints to deliver a seamless member and provider experience.
• Drive platform interoperability, personalization, and content targeting across channels.
• Advance capabilities that connect digital tools (web, mobile, chatbots, portals) with live support (call center, peer advocates) for a connected member journey.

Drive Member Experience Improvements

• Use data, feedback, and journey mapping to identify friction points and implement solutions that improve satisfaction, retention, and health outcomes.
• Establish KPIs for engagement and optimize based on insights and analytics.
• Present insights and recommendations to leadership through dashboards and reporting.
  

Coordinate Cross-Functional Delivery

• Partner with Member Services, Marketing, IT, Sales, and Operations to ensure alignment of omnichannel initiatives and consistent execution across platforms.

Product Ownership & Innovation

• Serve as Product Owner for high-impact initiatives such as AI chatbot expansion, virtual agent development, and self-service tools.
• Identify and test emerging solutions (AI, automation, CRM integration) to expand SCAN's digital engagement and member support capabilities.
• Translate vision into actionable roadmaps, user stories, and release plans.
• Lead discovery, backlog prioritization, and agile ceremonies to ensure timely delivery.

Team Leadership & Development

• Manage, coach, and develop 2-4 product owners responsible for key digital tools and experiences.
• Foster best practices in agile execution, product management, and cross-functional collaboration.

Vendor & Technology Management

• Manage external vendor relationships and technology platforms that support omnichannel engagement.
• Ensure solutions are scalable, cost-effective, and aligned with SCAN's strategic goals.

Champion Change & Adoption

• Drive communication, training, and change management strategies to support employee adoption of new digital and omnichannel tools.
• 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

• Bachelor's degree or equivalent experience preferred
• 8+ years in digital product management, with 3+ years in a leadership role.
• Proven success in delivering customer-facing digital products and managing cross-functional teams.
• Experience with omnichannel platforms (chat, voice, web, mobile, telephony, print).
• Hands-on knowledge of AI chatbots, virtual assistants, and conversational AI tools.
• Strong analytical and problem-solving skills; data-driven decision-making.
• Excellent communication and stakeholder management skills.
• Agile product management expertise; SAFe, Scrum, or related certifications a plus.
• A strategic thinker who executes: sets long-term direction while ensuring near-term delivery.
• A builder and coach: passionate about developing people, processes, and scalable systems.
• A customer-first innovator: obsessed with designing experiences that are simple, seamless, and impactful.
• A collaborative leader: thrives in a cross-functional environment and brings people together around a shared vision.

What's in it for you?

• Base Pay Range: $125,400 to $215,975 annually
• An 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
• 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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