Synchrony

VP, Contact Center Modernization Readiness – Enablement

Synchrony

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • Illinois • United States

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Salary

💰 $130,000 - $210,000 per year

Job Level

Lead

About the role

  • Develop and implement a strategic change management framework encompassing communication, training, adoption, and measurement aligned with program goals
  • Facilitate defining a clear case for change tailored to stakeholders to build buy-in and commitment
  • Perform audience and persona analysis to identify and understand all impacted user groups and their change needs, and design integrated communication, training, and knowledge plans to address competency and skill gaps with targeted approaches
  • Define, design, and execute change management methods and activities to drive successful adoption throughout the program lifecycle
  • Collaborate with key stakeholders including sponsors, senior leadership, program epic owners and capability leads, process owners, compliance and risk governance to ensure visible sponsorship, advocacy, and alignment for the change, and socialization and alignment of deliverables
  • Lead and partner with supporting teams to develop and execute comprehensive launch and sustainability plans to deliver key outcomes and ensure smooth go-live, hyper care support, and transition to business-as-usual
  • Development and execution of communication plans, leveraging multiple channels and tailored messaging to ensure awareness and engagement
  • Creation and maintenance of learning content including training materials, documentation, job aids, and e-learning modules customized to user roles
  • Coordination and delivery of training sessions, webinars, hands-on workshops, and train-the-trainer programs
  • Orchestration of change activities by managing timing, channels, resources, and dependencies to ensure smooth execution
  • Readiness of technology support and escalation teams, ensuring they are equipped to manage post-implementation challenges
  • Development OKRs and implement feedback loops, adoption/usage analytics, competency assessments, and readiness dashboards to continuously refine the enablement and change approach
  • Partner with learning and development to create, onboard, and maintain comprehensive learning assets, including training modules, detailed documentation, procedural job aids, and quick-reference guides aligned to modernization efforts and new CCM tools and capabilities
  • Partner with the Frontline Experience team to apply best practices and transformational change management techniques

Requirements

  • Bachelor’s Degree and 8+ years of relevant work experience in Operations, Training, Learning and Development, Communications, or Change Management related roles
  • in lieu of Bachelor’s degree, high school diploma and 12+ years of equivalent work experience
  • 5+ years in managing complex multiple-year enterprise initiatives / projects simultaneously across multiple functions and stakeholders including senior c-suite executives and leadership, communicating with technical and non-technical stakeholders
  • Frontline Operations Understanding: contact center workflows, technology, and performance drivers
  • Change Management Leadership: experience leading enterprise-wide change -- proven application of structured change management methodologies and demonstrated skills in: change impact assessment, stakeholder alignment, developing and communicating case for change, competency gap analysis, launch planning and execution
  • Data Analysis and Design Thinking: Ability to analyze complex processes and operational data, identify improvements to drive efficiency, and translate them into actionable outcomes
  • Communication & Influence: Proven ability to partner across the organization with strong communication skills across all organizational levels, managing stakeholders, and driving buy-in
  • Ability to work Eastern Time Zone, while partnering with global stakeholders
  • Ability and flexibility to travel for business as required
Benefits
  • flexibility to work from home
  • option to come into one of our offices
  • access to training and support
  • annual bonus based on performance
Applicant Tracking System Keywords

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

Hard Skills & Tools
change managementdata analysisdesign thinkingstakeholder alignmentcompetency gap analysislaunch planningcommunication planstraining materials developmente-learning modulesOKRs
Soft Skills
communicationinfluencecollaborationleadershiporganizational skillsadaptabilityproblem-solvingstakeholder managementbuy-in facilitationtraining delivery