[Remote] Desktop Product Owner

Note: The job is a remote job and is open to candidates in USA. SCAN is a nonprofit health organization dedicated to improving care for older adults. The Product Owner will be responsible for building and maintaining the customer relationship management tool, collaborating with various stakeholders to enhance user engagement and optimize processes.

Responsibilities

• Partner across the organization to drive definition and delivery of our desktop / relationship management solution – Including engaging with multiple functional stakeholders to understand their business needs, partnering with our IT team to define solutions, and integrating with other product / technology teams to ensure continuity across constituents and engagement channels
• Build business requirements and user stories to support the implementation of new or refreshed capabilities within the platform
• Partner with business stakeholders to define / refine processes to optimize the end-to-end experience
• Establish a strong working knowledge of the business and operational areas
• Lead product user engagement (e.g., feedback sessions, workshops, internal user meetings, internal leadership meetings) to ensure adoption and continuous improvement within the platform
• Deliver innovative solutions to drive business value and create a best-in-class experience
• Identify and deploy strategies to help promote end user adoption & utilization
• Utilize both quantitative and qualitative data to gather insight, assess performance, identify gaps and continuous improvements that optimize the associate and constituent 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., digital tools, engagement channels, campaign management, etc.)
• Provide regular updates on progress, risks, issues, and value creation to leadership
• Become the leading subject matter expert in the organization by remaining current with platform releases, new features, connecting platforms / partners and industry trends to recommend enhancements and upgrades
• Experience with engineering, deploying, and driving adoption of intuitive information / knowledge management systems to boost organizational efficiency
• Actively support the achievement of SCAN’s Vision and Goals
• Other duties as assigned

Skills

• Bachelor's Degree or equivalent experience
• 0-3 years of product management experience, including working with business stakeholders, defining user stories, managing roadmaps and establishing backlogs
• Management of desktop / CRM application implementation, including project planning, business requirement management, business analysis and continuous improvement; MS Dynamics 365 experience preferred
• Operational/customer experience, preferably in the healthcare industry
• Engagement in omni-channel design and implementation
• Involvement in delivering large scale initiatives and supporting change management
• Experience with Genesys, Campaign Management platforms, or AI technology platforms
• Customer-focused, creative, iterative thinker with strong problem-solving skills
• Ability to drive discovery sessions and workshops with business users
• Strong planning, critical thinking and leadership skills
• Ability to work well in a fast-paced and dynamic environment
• Proven background in successful implementation of technology; including defining processes and documenting requirements (business, technology, and data)
• Strong program & project management skills
• Strong 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
• Experience with coordinating diverse groups of individuals to achieve overall program success
• Technical expertise – Basic analytical skills
• Problem Solving - Basic problem-solving skills
• Communication - Good communication and interpersonal skills
• MS Dynamics 365 experience preferred

Benefits

• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, 1 floating holiday, and 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement

Company Overview

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