VP, Product - Contact Center Routing and Workforce Planning Capabilities

• Role Summary/Purpose:

• The VP, Product
• Contact Center Routing and Workforce Planning Capabilities will own the product strategy, roadmap, and scaled delivery of capabilities that power our customer connection points. This includes delivering modern, streamlined technology and capabilities to enable forecasting, scheduling, and intraday management
• including scaled rollout of intelligent inbound and outbound call routing
• while supporting smarter orchestration of work.

The ideal candidate will have demonstrated experience in product leadership and hands-on delivery, with a track record of applying emerging technologies to create intelligent, human-centered experiences and orchestrated workflows. The role will partner across the enterprise with the primary as we embark on a multi-year Contact Center Modernization (CCM) transformation. We're transforming legacy call center technologies and processes to a modern cloud-based contact center platform that enables customer engagement, automation, and seamless omnichannel servicing across digital, voice, chat, and messaging channels.

• Essential Responsibilities:

• + Define product vision and strategy for Intelligent Routing and Workforce Optimization, aligned to Contact Center Modernization (CCM) and enterprise servicing priorities + Own the end-to-end product roadmap and scaled delivery for inbound/outbound intelligent routing across Customer Service and Collections, driving measurable improvements in care time, NPS, and Voice of Customer + Lead product management for CCM Workforce Planning Optimization platforms, focusing on platform modernization and capability delivery that supports forecasting, scheduling, and intraday management across CCM.

+ Deliver intelligent, human-centered routing and work orchestration, connecting customers and balancing workload effectively across geographies and service-level needs + Drive workforce optimization outcomes, improving schedule accuracy, service delivery, reliability, and employee experience through streamlined processes and enabling tools + Own platform integration strategy and execution to ensure seamless end-to-end connectivity across CCM, Workforce Planning Optimization, Workforce Management, and intraday systems

• supporting agent availability, adherence, and flexibility + Partner cross-functionally with Contact Center Operations, Technology, Architecture, Data, Risk, Compliance, and Experience Design to deliver secure, compliant, high-quality capabilities at scale + Establish product metrics and operating cadence, including KPIs, experimentation, release planning, and continuous improvement tied to operational and customer outcomes + Accountable for longer-term platform capabilities including APIs and microservices for workforce planning, workforce management, and intraday management in a modern cloud-based environment + Champion modernization and change adoption, influencing stakeholders and guiding rollouts that enable seamless omnichannel servicing across voice, digital, chat, and messaging + Perform other duties and/or special projects as assigned.

• Key Capabilities and Deliverables:

   
• +

Intelligent Call Routing:

Service level driven, balanced across geographies, delivering calls intelligently and improving experiences for our customers +

Workforce Optimization:

Ensuring accurate scheduling and exceptional service delivery, with a balanced focus on operational excellence and employee experience

• driving efficiency, reliability and fulfillment.

+

CCM Platform Integrations:

Seamless end to end connection for all Workforce Planning Optimization, Workforce Management, and Intraday management platforms to enable agent availability, schedule adherence, and agent flexibility to ultimately deliver the best experiences for our front-line agents and customers

• Qualifications/Requirements:

• + Bachelor's degree and 8 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent.

In lieu of a degree, 12 years of relevant experience in product management, platform delivery, servicing operations technology, or equivalent + 8+ years leading cross functional initiatives across business and technology teams with measurable outcomes + Demonstrated experience delivering customer service, servicing, contact center, process reengineering and automation, or agent workflow solutions at enterprise scale. + 5+ years working in Agile at scale (SAFe preferred), including backlog management, release planning, and dependency management + Experience translating business goals into product requirements, user stories, acceptance criteria, and iterative releases Proven ability to partner with engineering and architecture leaders on integration scope, technical tradeoffs, and sequencing + Strong written and verbal communication skills with both technical and non-technical stakeholders, including executive updates. +

• Ability to work Eastern Time Zone hours, while partnering with global stakeholders
• + •Ability and flexibility to travel for business as required•

Desired Characteristics:

• + Demonstrated experience with Workforce Planning Optimization and Workforce Management technologies and/or Contact Center as a Service (CCaaS) platforms + Proven background in intraday automation and real-time contact center operations, including schedule adherence and intraday management workflows Strong facilitation, stakeholder management, and influencing skills, with the ability to drive alignment and decisions across competing priorities without direct authority; Design Thinking experience preferred.

+ Experience operating in regulated environments, with effective cross-functional partnership across Risk, Compliance, Security, and Governance teams. + Strong ability to translate business goals into product requirements, user stories, acceptance criteria, and iterative releases Proven ability to partner with engineering and architecture leaders on integration scope, technical tradeoffs, and sequencing + Excellent written and verbal communication skills, with a track record of creating executive-ready PowerPoint narratives and maintaining clear product documentation and artifacts in Confluence, Jira, and/or Jira Align.

• Grade/Level:

  13
• The salary range for this position is
• 130,000.00
• 210,000.00
• 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.

• Our Way of Working:

• 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. Occasionally you will be required to commute or travel for in person engagement activities such as 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.

• 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 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.

• 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