VP, Product – Contact Center Routing, Workforce Planning Capabilities

Synchrony

VP, Product leading the product strategy for customer contact center routing and workforce planning. Overseeing modernization efforts in a cloud-based contact center platform across various channels.

Posted 4/2/2026full-timeStamford • Connecticut, Florida, Kansas • 🇺🇸 United StatesLead💰 $130,000 - $210,000 per yearWebsite

Tech Stack

Tools & technologies

Microservices

About the role

Key responsibilities & impact

Define product vision and strategy for Intelligent Routing and Workforce Optimization.
Own the end-to-end product roadmap and delivery for inbound/outbound intelligent routing.
Lead product management for Workforce Planning Optimization platforms, focusing on platform modernization and capability delivery.
Own platform integration strategy and execution to ensure seamless connectivity across systems.
Establish product metrics and operating cadence including KPIs.
Accountable for longer-term platform capabilities including APIs and microservices.
Perform other duties and/or special projects as assigned.

Requirements

What you’ll need

Bachelor’s degree and 8 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent.
12 years of relevant experience in lieu of a degree.
8+ years leading cross functional initiatives across business and technology teams with measurable outcomes.
Demonstrated experience delivering customer service, servicing, contact center, process reengineering and automation, or agent workflow solutions at enterprise scale.
5+ years working in Agile at scale (SAFe preferred).
Strong written and verbal communication skills with both technical and non-technical stakeholders.
Ability to work Eastern Time Zone hours.
Ability and flexibility to travel for business as required.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities
Annual bonus based on performance
Health insurance
Retirement plans

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

product managementplatform deliveryworkforce optimizationintelligent routingplatform integrationAPIsmicroservicesAgileSAFeprocess reengineering

Soft Skills

communication skillscross functional leadershipflexibilityaccountabilitystrategic thinkingproblem solvingcollaborationcustomer service orientationorganizational skillsstakeholder management