Synchrony

VP, Product – Contact Center Routing, Workforce Planning

Synchrony

full-time

Posted on:

Location Type: Hybrid

Location: Stamford • Connecticut • Florida • United States

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Salary

💰 $130,000 - $210,000 per year

Job Level

Lead

About the role

  • Own the product strategy, roadmap, and scaled delivery of capabilities that power our customer connection points.
  • Deliver modern, streamlined technology and capabilities to enable forecasting, scheduling, and intraday management.
  • Support smarter orchestration of work and partner across the enterprise with the primary stakeholders.
  • Establish product metrics and operating cadence, including KPIs, experimentation, release planning, and continuous improvement tied to operational and customer outcomes.
  • Champion modernization and change adoption, influencing stakeholders and guiding rollouts that enable seamless omnichannel servicing across voice, digital, chat, and messaging.

Requirements

  • 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 product management, platform delivery, servicing operations technology, or equivalent 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), including backlog management, release planning, and dependency management
  • Experience translating business goals into product requirements, user stories, acceptance criteria, and iterative releases
  • Proven ability to partner with engineering and architecture leaders on integration scope, technical tradeoffs, and sequencing
  • Strong written and verbal communication skills with both technical and non-technical stakeholders, including executive updates.
  • Ability to work Eastern Time Zone hours, while partnering with global stakeholders
  • Ability and flexibility to travel for business as required
Benefits
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product managementplatform deliveryservicing operations technologyAgilebacklog managementrelease planningdependency managementprocess reengineeringautomationagent workflow solutions
Soft Skills
cross functional leadershipcommunication skillsinfluencing stakeholderscollaborationchange adoptionstrategic thinkingproblem solvingcustomer focusadaptabilityteamwork