Service Platforms Product Director

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 270,000 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 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

Seeking a dynamic and experienced leader that is responsible for the business strategy and execution of SCAN's Service Technology Platforms (i.e., Customer Relationship Management platform (CRM), Telephony platform, and knowledge management platform). The Service Platforms Product Director is responsible for the continued evolution and evaluation of our service technologies to continuously maximize business value. The ideal candidate will possess a strategic mindset to collaborate with IT and Business Areas (e.g., Service, Sales, Provider, Healthcare Services, Operations) to support the implementation and ongoing enablement of service technologies via a product roadmap that stems across multiple technology platforms.

You Will

The Service Platforms Product Director acts as the overall Product Owner for SCAN's service technology platforms ensuring SCAN maximizes business value across these platforms

Lead the business strategy and direction for SCAN's service technology platforms including managing the programs and roadmaps associated with the implementation and/or ongoing enablement of these platforms to maximize business value.

Lead a team of product owners aligned with key service enabling technologies to drive the development and execution of product roadmaps across service technology platforms including intake, prioritization, backlog management, reporting, etc.

Partner closely with IT and other business areas (e.g., Member Services, Member Outreach, Healthcare Services, Sales) to lead the implementation of new service technologies as well as platform enhancements

Relationship owner, in partnership with IT, for our service technology platform vendors. Includes, negotiation support, enhancement support, driving accountability, etc.

Supports and oversees key pieces of work associated with clinical and non-clinical customer service innovation and implementation

Develop business requirements associated with the implementation of new technologies supporting the capability framework (e.g., telephony, campaign management, CRM) as an opportunity to improve our overall service capabilities

Supports development of new service innovations across SCAN working closely with member-facing and supporting business areas through identification and subsequent implementation of business process enhancements and innovations

Supports process design associated with current state and future state service models to enhance experience.

Serve as the leading subject matter expert in the organization by remaining current with platform releases, new features, connecting platforms / app exchange partners and industry trends to recommend enhancements and upgrades.

Ensures project remains on budget by managing timelines and resources and preventing overruns or delays.

Collaborates with external partners, including technology vendors, medical and ancillary benefit providers, among others.

Actively support the achievement of SCAN's Vision and Goals.

Other duties as assigned.

Your Qualifications

Preferred, but not required: Bachelor's or Master's degree

A comparable combination of education/experience and/or training will be considered equivalent to the education listed above.

5-7 years operational/customer experience, preferably in the healthcare industry.

5 years of leadership experience

Experience with large scale change management initiatives preferred

Experience with Genesys Telephony Platform is a nice to have

Experience with Campaign Management platforms is a nice to have

Experience with Microsoft Dynamics CRM platforms is a nice to have

Experience with AI based service technology platforms is a nice to have

Customer-focused, creative, iterative thinker with strong problem solving skills.

Leadership over multiple teams and partnering in matrixed cross functional organization

Strong planning, critical thinking and leadership skills.

Strong data orientation.

Proven background in successful management of innovation and implementation initiatives.

Proven background in successful implementation of technology

Proven background in documenting business, technology, and data requirements

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

Excellent interpersonal, group motivation and supervisory skills.

Excellent written and oral communication skills, including presentation skills.

Excellent organizational skills; ability to prioritize multiple and competing tasks, working independently and in a team environment.

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.

Ability to identify and incorporate Diversity, Equity, and Inclusion goals and tactics within strategic initiatives.

Ability to work well in a fast-paced and dynamic environment.

Proficient in MS office.

What's in it for you?

• Base salary range: $147,900.00 to $236,600.00 per year

• Internal title: Director, Consumer Experience and Insights

• Mostly Remote Work Mode

• 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