SVP, Contact Center Modernization

As the SVP, Contact Center Modernization, you will oversee and be accountable for Synchrony’s Contact Center Modernization (CCM) strategy, roadmap, delivery, and value realization. CCM will 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 with unified customer journey context. This initiative enables customer engagement, automation, and seamless omnichannel servicing across digital, voice, chat, and messaging channels. You will serve as the executive program leader and will be expected to lead with a consumer-first mindset to deliver standout customer experiences with focus on NPS while enhancing frontline associate experiences.

In addition to improving customer outcomes, CCM is equally focused on elevating the frontline employee experience—reducing friction, modernizing tools, and simplifying operational processes—so frontline associates can focus on the work that matters most: confidently and efficiently servicing the customer to the best of their ability. This leader will ensure modernization is not “technology for technology’s sake,” but instead delivers a practical, intuitive, and scalable product grounded in how work is performed in servicing environments.  This includes deeply understanding frontline employee experiences, operational practices, and root causes of friction. This leader will translate those insights into prioritized capabilities, partner on training/enablement, and adoption plans—ensuring that new tools and processes improve effectiveness, reduce cognitive load, and meaningfully improve both customer and associate outcomes.

The SVP, Contact Center Modernization will be driving the strategy, integrated planning, change management, risk and issues management, critical path, prioritization, and delivery of “epics” and capabilities. This role will play a pivotal role in enabling the adoption of cross-functional initiatives, tools, technologies, and programs for our operations across servicing, collections, fraud, recovery, and other critical areas. This role will be responsible for executing the multi-year comprehensive strategy, roadmap, and driving adoption and sustained usage of new contact center modernization platforms, capabilities, and experiences across all stakeholders.

The SVP, CCM leader will be accountable for and to key stakeholders, including program epic and capability leaders, senior technology and operations leadership, communication, training, learning and development, governance, compliance, and operations to deliver on a multi-year vision and priorities.

The successful candidate will lead a cross-functional team and stakeholders to collaboratively execute on a strategic grouping of multiple related capabilities that collectively deliver a business mandate to modernize the contact center with a customer-first mindset and deliver standout customer and frontline associate experiences with focus on NPS (net promoter score).  This leader will model a “listen, learn, and engage” approach—actively partnering across Operations, Technology, Product, Risk, Compliance, Training, HR, Workforce planning, and frontline leadership—to build shared ownership, surface insights early, make informed trade-offs, and deliver outcomes together. Success will depend on strong cross-functional collaboration, transparent communication, and a consistent focus on what will work in production for customers and associates.

Essential Responsibilities:

• 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

• MBA or advanced degree

• Preferred experience and expertise leading implementation and management of CCaaS and omnichannel CRM and contact center management platforms

• Preferred experience with AI technologies such as conversational AI, agent assist, speech analytics, augmented reality, and computer vision

• Advanced critical thinking skills in analytical problem-solving and the ability to use data to break down complex models

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

• Certified SAFe professional and working knowledge of JIRA / JIRA Align

• Experience with technology related to payment of bill in a consumer/retail finance setting

• Experience managing an offshore team and leading teams that are responsible for various projects

• Self-starter, self-directed, highly motivated and self-driven to accomplish tasks 

The salary range for this position is 200,000.00 - 330,000.00 USD Annual.  This position is also eligible for an Annual Incentive Plan target of 25% of salary and an Annual Equity target of 25% of salary.  

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.

We’re proud to offer you 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. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events. 

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

• 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. 

When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

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. We’re proud to have an award-winning culture for all. 

• 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

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