VP, Contact Center Modernization Readiness & Enablement

Synchrony

VP of Contact Center Modernization responsible for driving change management across customer engagement operations. Leading strategic initiatives for contact center modernization and adoption of new technologies.

Posted 4/24/2026full-timeFlorida, Illinois, New York • 🇺🇸 United StatesLead💰 $130,000 - $210,000 per yearWebsite

About the role

Key responsibilities & impact

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
Define, design, and execute change management methods and activities to drive successful adoption throughout the program lifecycle
Collaborate with key stakeholders to ensure visible sponsorship, advocacy, and alignment for the change
Lead and partner with supporting teams to develop and execute comprehensive launch and sustainability plans
Development and execution of communication plans leveraging multiple channels to ensure awareness and engagement
Creation and maintenance of learning content including training materials, documentation, job aids, and e-learning modules
Coordination and delivery of training sessions, webinars, hands-on workshops, and train-the-trainer programs
Development OKRs and implement feedback loops, adoption/usage analytics, competency assessments, and readiness dashboards
Partner with learning and development to create, onboard, and maintain comprehensive learning assets

Requirements

What you’ll need

Bachelor’s Degree and 8+ years of relevant work experience in Operations, Training, Learning and Development, Communications, or Change Management related roles
5+ years in managing complex multiple-year enterprise initiatives/projects simultaneously across multiple functions and stakeholders including senior c-suite executives
Frontline Operations Understanding: contact center workflows, technology, and performance drivers
Change Management Leadership: experience leading enterprise-wide change
Data Analysis and Design Thinking: Ability to analyze complex processes and operational data
Communication & Influence: Proven ability to partner across the organization with strong communication skills across all organizational levels
Ability to work Eastern Time Zone, while partnering with global stakeholders
Legal authorization to work in the U.S. is required.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities
Annual bonus based on performance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

change managementdata analysisdesign thinkingtraining developmentcommunication planningaudience analysisOKRsadoption analyticscompetency assessmentsreadiness dashboards

Soft Skills

leadershipcommunicationinfluencecollaborationstakeholder engagementorganizational alignmenttraining facilitationstrategic thinkingadaptabilityproblem-solving