VP, Product Manager

Job Description:

Role Summary/Purpose:

As the VP, Product Manager for the Fix My Problem train, you will be responsible for helping to drive & achieve Synchrony’s business objectives, by delivering best in class digital strategic imperatives improving access and ease to everyday customer initiated digital journeys and reducing the dependency on non-digital channels. You will help to deliver end-to-end large-scale solutions (digital products, self-service features and capabilities, and agent front-end and back-office automation) for customers.  Collaborating and building partnerships with key cross-functional stakeholders at various levels will be integral to this role.

The Product Manager will bring the vision to life by prioritizing the work for the ART Agile Teams overseeing the prioritization of product features and roadmap and providing regular updates to the cross-functional Leadership Team. A solid technology and operational background, combined with the ability to work closely with cross functional support teams including within an ART (Agile Release Train), agile teams, UX, CX and various internal business leaders while managing the product delivery, are critical job requirements. This Product Manager should be skilled in the Agile framework, able to lead teams, comfortable with ambiguity, can operate in a fast moving, agile environment, is a team player that collaborates well cross functionally and acts as an owner, proactively taking initiative. 

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 FMP train 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).

• Collaborates with System Architects, RTE, and PO’s to guide the ART toward delivering continuous value and successful feature delivery

• Maintains product/solution vision and roadmap based on customer value and strategic priorities/KPIs keeping abreast of market dynamics and industry trends.  Effectively communicates vision, roadmap, and KPI’s to key stakeholders and to the train on an ongoing basis

• Acts as a SME and works cross functionally with other PMs and trains to ensure that larger project vision is being executed and dependencies are being worked on in a timely manner so that their trains priorities can be worked on when they are at the top of the list.

• Work cross-functionally, and gain stakeholder buy-in, to ensure effective transition from strategy into design

• Develops key benchmarks and measures of success for customer experience​ partnering with CX and Analytics / AO team to utilize data and customer experience measures to find opportunities and gain alignment.

• Manages a team of product owners and provides clear direction on growth, opportunity areas, strengths, and priorities for the train.

• Ensures proper coordination between PO & Ops Enabler Manager on communication and, if necessary, proper training to customers, clients, agents and internal stakeholders regarding the changes. Ensures communication of new features, enhancements and issues to agents. (including trouble shooting steps and impact)

• Ensures train feature requirements are reviewed and approved through required tollgates by process owners, legal, compliance and functional / key stakeholders and documentation is stored according to train standards.

• Ensures adherence of compliance and corporate governance policies throughout the implementation.

• 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

• 8+ 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 managing scope and expectations of technology projects including business/technical requirements, budgets, schedules, distributed resources, and dependencies

• 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:

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

• Certified SAFe professional

• Highly motivated and self-driven to accomplish tasks

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.

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

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