Job Description

Role Title: VP, Product Manager (L12)Company Overview:Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industrys most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.We have recently been ranked #2 among Indias Best Companies to Work for by Great Place to Work. We were among the Top 50 Indias Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.Synchrony celebrates ~51% women diversity, 105+ people with disabilities, and ~50 veterans and veteran family members.We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.Organizational Overview:Strategy Transformation & Digital Care Team enables omni-channel servicing transformation by delivering innovative solutions & experiences to delight our customersRole Summary/Purpose:As the Strategy and Transformation VP, Product Manager for Contact Center Modernization, you will drive the delivery of an Experience-led Contact Center of the Future which will modernize experiences for our associates and customers. You will support improving the associate experience and customer channel experience through enabling new contact center capabilities that further unlock our Digital First objectives and key results. This will be key part to deliver a best-in-class customer experience in all SYF servicing channels (like Workstation, Chat, Voice, Journey Analytics, etc.).Phase 1 will include the delivery of a production pilot (building, testing, and deploying the cloud solution) through joint internal SYF teams (cross-functional and scrum teams) and vendor professional services. Collaborating and building partnerships with key cross-functional stakeholders at various levels will be integral to this role. The Contact Center Modernization Product Manager will oversee the prioritization of product features, roadmap, and provide regular updates to the Leadership Team. A solid technology and operational background, combined with the ability to work closely with cross functional support teams including within an ART (Agile Release Train) agile teams, product managers and internal business leaders while managing the implementation, are critical job requirements.This Product Manager should be skilled in the Agile framework, able to lead a team, comfortable with ambiguity, can operate in a fast moving, agile environment, is a team player that collaborates well cross functionally and acts as an owner, proactively taking initiative.Key Responsibilities:Collaborate with Strategy & Transformation, Digital, Technology leadership teams to enhanced customer service in servicing channels through a data-driven, analytical approach.Partner with vendor professional services teams and internal SYF teams on customer experience and prioritization of product features and roadmap for servicing channels, focused on customer experience and working with key partners, including the scope of features prioritized for Planning Intervals (PIs).Support developing a cohesive servicing strategy across all servicing channels (Workstation, Microservices, etc.) and servicing capabilities (callback, after call summary, agent assist, etc.)Support business results with proper product management rigor that includes agile methodology, adherence to timelines, project governance, objectives/key results, documentation, and regulatory complianceLead comprehensive industry benchmarking on servicing capabilities and develop a perspective on key industry customer service trends.Drive refreshed KPI reporting that provides tangible & actionable insights in order to drive exceptional customer service.Research and develop strategy in collaboration with Artificial Intelligence leads and technology partner to evolve natural language understanding and processing, capabilities, and use cases into generative conversational Artificial Intelligence (AI) within all servicing channels.Work cross-functionally to ensure effective transition from strategy into design.Assist in managing the annual strategic planning process that will create the long-term strategy for the businessPresent to and communicate with senior leadership across a matrixed organization.Perform other duties and/or special projects as assigned.Required Skills/Knowledge:Bachelors Degree and 10+ years of relevant work experience in Operations (Customer service, Customer Solutions, Fraud, Collections etc.), Technology or other relevant self-service digital capabilities; in lieu of Bachelors degree,12+ years of equivalent work experience7+ years Project and/or Product management managing multiple programs/projects simultaneously5+ years of product management / agile experience with at least 2 or more servicing applications (i.e. Workstation, Microservices, IVR, IVA, ACM, Messaging, etc.)5+ years of Leadership experience, including working with cross-functional business partners and senior leadership, communicating with both technical and non-technical resourcesExperience working with technical teams and guiding the creation and implementation of digital products and platformsExperience in Scaled Agile Framework (SAFe)Strength in developing data-driven perspectives and presenting insights to business leadersProficient in the use of MS Office product suite, particularly Excel and PowerPointProven ability to communicate in an effective and timely manner.Track record of problem solving and ability to thrive in a cross-functional and technology facing environmentMust be willing to travel up to 25%Desired Skills/Knowledge:Experience working with technical teams and guiding the creation and implementation of self-service products and platformsCertified SAFe professionalExperience and Knowledgeable on financial services, payments industry trends, competitors, emerging technologies, and companies3+ years of experience working with custom software development teamsKnowledge of Secured Installment servicingKnowledge of relevant Contact Center as a Service capabilities, AI and machine learning techniques to build and launch generative AI solutions using state of the art Large Language Models (LLM) such as ChatGPT, Bard, Llama and othersStrong quantitative skills with experience creating data-driven recommendationsCredit card, consumer finance, payments, financial services, or retail services industry experience.Agile Product Manager experience and certificationSolid communications, relationship building, and collaboration skills.Demonstrated solutions delivery experience, with relevant examples that improved performance and customer experienceTechnical knowledge (financial services)Customer experience focusProactive, self-starter and collaborative leaderEligibility Criteria:Bachelors Degree and 10+ years of relevant work experience in Operations (Customer service, Customer Solutions, Fraud, Collections etc.), Technology or other relevant self-service digital capabilities; in lieu of Bachelors degree,12+ years of equivalent work experience.Work Timings: This role qualifies for Enhanced Flexibility and Choice offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs. Please discuss this with the hiring manager for more detailsFor Internal Applicants:Understand the criteria or mandatory skills required for the role, before applyingInform your manager and HRM before applying for any role on WorkdayEnsure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)Must not be any corrective action plan (First Formal/Final Formal, PIP)L10+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.L10+ Employees can applyGrade/Level: L12Job Family Group: Contact Center Operations

Synchrony