SVP, Contact Center Modernization

Synchrony

SVP overseeing Synchrony’s Contact Center Modernization, focusing on strategy, execution, and frontline experience. Drive transformation with a consumer-first mindset and collaboration across departments.

Posted 5/21/2026full-timeFlorida, Illinois, New York • 🇺🇸 United StatesLead💰 $200,000 - $330,000 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

program managementproduct managementdata distillationtechnology project managementAgileScaled Agile Framework (SAFe)contact center operationsbusiness requirementstechnical requirementsvisual storytelling

Soft Skills

leadershipcommunicationpresentation skillsproblem solvingcross-functional collaborationdetail-orientedcustomer experience focusstrategic thinkingflexibilityengagement

Tools & Technologies

Contact Center as a Service (CCaaS)MS OfficeExcelPowerPoint

Industry Keywords

contact center modernizationcloud-based platformchange managementrisk managementtraining and enablementfrontline associate experienceconsumer-first mindsetenterprise initiativesoffshore team managementEastern Time Zone

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Oversee and be accountable for Synchrony’s Contact Center Modernization (CCM) strategy, roadmap, delivery, and value realization
Leverage Contact Center as a Service (CCaaS) to drive the transformation of legacy call center technologies and processes to a modern cloud-based contact center platform
Serve as the executive program leader with a consumer-first mindset to deliver standout customer experiences and enhance frontline associate experiences
Ensure modernization delivers a practical, intuitive, and scalable product grounded in servicing environments
Translate insights into prioritized capabilities, partner on training/enablement, and adoption plans
Drive the strategy, integrated planning, change management, risk and issues management, critical path, prioritization, and delivery of “epics” and capabilities
Collaboratively execute on strategic groupings of multiple related capabilities that modernize the contact center
Model a “listen, learn, and engage” approach—actively partnering across Operations, Technology, Product, Risk, Compliance, Training , HR , Workforce planning

Requirements

What you’ll need

Bachelor’s Degree and 10+ years of relevant work experience in Operations, Technology or other relevant enterprise platform, applications, or self-service digital and mobile capabilities; in lieu of bachelor’s degree, high school diploma and 15+ years of equivalent work experience
10+ years Product and Program management managing complex multiple-year enterprise initiatives / projects simultaneously across multiple functions and stakeholders
10+ years of Leadership experience, including working with cross-functional business partners and senior c-suite executives and leadership
Demonstrated ability to distill data / for both technical and non-technical resources
Exceptional verbal and written communication and presentation skills (including developing strategy decks) demonstrated through executive and cross-functional stakeholder engagement, detailed-oriented documentation, and visual storytelling
Experience managing scope and expectations of technology projects including business/technical requirements, budgets, schedules, distributed resources, and dependencies
Experience working in Agile at Scale (Scaled Agile Framework SAFe preferred)
Demonstrated experience in and deep understanding of frontline contact center operations (e.g., servicing, collections, fraud, recovery, etc.) and associate experience needs; ability to translate operational realities into technology and process requirements.
Proficient in the use of MS Office product suite, particularly Excel, PowerPoint
Proven 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 environment
Ability to work Eastern Time Zone, while managing an offshore team
Ability and flexibility to travel for business as required

Benefits

Comp & perks

Annual Incentive Plan target of 25% of salary
Annual Equity target of 25% of salary