VP, Digital Integration & Ops Enablement Leader

Job ID: 2500526

Job Description:

Role Summary/Purpose:

The Digital Integration & Ops Enablement Leader is responsible for driving and/or executing enterprise-wide digital transformation, integration, and operational excellence.  The role will be directly responsible for designing and executing strategic initiatives that integrate advanced technologies, develop customer insights, and, enhance operational agility to support the organization’s growth and innovation goals In addition the leader will be directly responsible for strategic and tactical leadership of the Ops Enablement Team ensuring effective technology partnerships and supporting the rollout of new features across our agile trains.  This position will report to the SVP Digital Customer Care Leader.

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Partner on experience and prioritization of the Universal Login initiative product features and roadmap across servicing channels, focused on delivering exceptional customer & associate experiences. Includes partnering with Journey leader, key business partners and Agile release trains to prioritize features for Program Increments (PIs).

• Partner with various department liaisons and external sources to translate VOC/VOE into a best-in-class digital servicing experience for our customers 

• Establish and deploy a common project/initiatives management processes and tools such as detailed project plans, critical path milestone tracking, cost/budget tracking, in-take management or other collaboration tools​

• Proactively seek process improvements and foster an innovation culture; enhance the Digital Care test and learn processes and projects. Collaborate across multiple servicing channels to identify process optimization opportunities for a cohesive approach and delivery ​

• Lead, collaborate and coordinate efforts of six level 9 Operations Enablement Managers ​

• Personally lead select strategic projects, leveraging cross-functional experts to deliver in timely manner​

• Facilitate communication of project and program status spanning across workstreams or across functions including preparation of management presentations​

• Collaborate with Strategy and Transformation leaders for testing of new capabilities and deployment across platform

• Facilitate communication of project and program status spanning across workstreams or across functions including preparation of management presentations​

• Collaborate with Strategy and Transformation leaders for testing of new capabilities and deployment across platform

• Establish, measure and report on key Objectives and Key Results (OKRs) in partnership with Operations peers, Technology and Analytics teams 

• Perform other duties and/or special projects as assigned 

Qualifications/Requirements:

• Bachelor’s Degree and 10+ years of relevant work experience in Operations, Technology or other relevant self-service digital capabilities; in lieu of Bachelor’s degree, high school diploma and 12+ years of equivalent work experience

• Minimum of 4+ years Project and/or Product management managing multiple programs/projects simultaneously across multiple stakeholders   

• 3+ years of Leadership experience, including working with cross-functional business partners and senior leadership, communicating with both technical and non-technical resources

• Experience in Scaled Agile Framework (SAFe)

• 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

Desired Characteristics:

• Financial Services Industry experience

• Experience working with technical teams and guiding the creation and implementation of self-service products and platforms

• Certified Scaled Agile Framework (SAFe) enterprise leadership professional 

• Experience in the consumer financial services Operations including credit cards and installment loans 

• Track record of creative problem solving and ability to thrive in a cross-functional and virtual environment 

• High energy, self-motivated, with strong communication skills (verbal and written)  

Grade/Level: 12

                                                            

The salary range for this position is 110,000.00 – 185,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.   Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group:

Contact Center Operations