Synchrony
VP, Emerging Capabilities Strategy and Solutions
Synchrony, Phoenix, Arizona, United States, 85003
VP, Emerging Capabilities Strategy and Solutions
Join to apply for the
VP, Emerging Capabilities Strategy and Solutions
role at
Synchrony
Role Summary/Purpose:
As the VP, Emerging Capabilities Strategy and Solutions leader, you will manage large‑scale, cross‑functional initiatives (epics) focused on servicing & frontline experience AI‑powered assistance. You will define strategy, drive execution, and deliver capabilities that transform how our frontline teams engage with customers. This position requires strategic and design thinking, data and process analysis, understanding of emerging technology, program planning and execution, change management, and cross‑functional partnership at various levels of the organization.
Essential Responsibilities
Define vision, roadmap, and success metrics for a large, cross‑functional epic and lead strategy alignment, delivery milestones, and business outcomes.
Partner with executives and cross‑functional teams to prioritize investments and ensure alignment with enterprise objectives.
Lead cross‑functional teams to deliver epics on time, within scope, and with measurable outcomes.
Collaborate with support teams—including agile teams, technology leaders, product owners, business stakeholders, UX, CX—to ensure seamless platform integration, data integrity, and scalability.
Support adoption and change management across users and frontline teams.
Monitor performance, track KPIs, and report accomplishments, progress, quality, challenges, issues, risks, mitigants, and trade‑off decisions to senior leadership.
Epic Ownership
Agent Servicing / Frontline Experience Automation Capabilities:
Knowledge Management – centralized, accessible content for quick and accurate resolution.
Call Screen Recording – ensuring compliance, transparency, and process improvement.
Quality Management – enhancing performance monitoring and coaching capabilities.
AI‑Powered Assistance Capabilities:
Agent Assist – real‑time guidance to agents during customer interactions.
After Call Summary – automated generation of call notes to reduce manual effort.
Sentiment Analysis – real‑time emotional intelligence for better service outcomes.
Customer Journeys – holistic view and omnichannel context of customer interactions with next‑best action recommendations.
Speech Analytics (Future State) – deriving insights to continuously improve customer experience.
Product Innovation & Management
Shape future capabilities that anticipate business and customer needs.
Conduct market scans, vendor evaluations, and competitive analysis to stay at the forefront of industry trends.
Define clear product roadmaps, feature definitions, and user stories in partnership with business and technology stakeholders.
Continuously gather feedback from frontline teams, customers, and leaders to refine capabilities and improve usability.
Drive a culture of innovation, encouraging pilot programs, proof‑of‑concepts, and rapid iteration to accelerate value while ensuring adherence to regulatory, compliance, security standards, and corporate governance policies.
Translate emerging AI and automation technologies into practical, scalable solutions that drive measurable business outcomes.
Project Planning & Program Management
Establish comprehensive program plans that integrate milestones across multiple workstreams and coordinate cross‑team integration points and dependencies.
Collaborate with designers, system architects, release train engineers, and product managers/owners to ensure successful deliverables.
Manage dependencies across themes, identifying and addressing risks proactively; track and communicate OKRs and benefit realization.
Qualifications/Requirements
Bachelor’s Degree and 10+ years of relevant work experience in Operations, Technology or Self‑Service Digital and Mobile capabilities; alternatively a high school diploma and 10+ years of equivalent experience.
10+ years of Product and Program management managing complex, multi‑year enterprise initiatives simultaneously across functions and stakeholders.
10+ years of Leadership experience, including working with cross‑functional partners and senior C‑suite executives.
Ability to work in Eastern Time Zone while managing an offshore team.
Experience managing scope, expectations, budgets, schedules, distributed resources, and dependencies for technology projects.
Experience working in Agile at Scale (SAFe preferred).
Proficient in MS Office suite, especially Excel and PowerPoint.
Proven communication skills and problem‑solving ability in a cross‑functional, technology‑facing environment.
Desired Characteristics
Preferred experience with AI technologies such as conversational AI, agent assist, speech analytics, augmented reality, and computer vision.
Experience guiding the creation and implementation of self‑service products and platforms.
Certified SAFe professional with knowledge of JIRA/JIRA Align.
Experience with payment technology in a consumer/retail finance setting.
Experience managing offshore teams and multiple project teams.
Highly motivated and self‑driven to accomplish tasks.
Salary The salary range for this position is
150,000.00 - 250,000.00 USD
annually and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted range will be based on 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 onboarding.
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 before they are eligible to post other roles. Employees at level 8 or greater must have at least 18 months of service before posting. All internal employees must consistently meet performance expectations and have manager approval (and HR approval if metrics are not met).
Legal Authorization Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future. 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 Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
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 include changes to the application process, adopting alternate formats, using a sign language interpreter, or using specialized equipment.
If you need special accommodations, please call our Career Support Line so we can discuss your specific situation. We can be reached at 1‑866‑301‑5627. Representatives are available from 8 am – 5 pm Monday to Friday, Central Standard Time.
#J-18808-Ljbffr
VP, Emerging Capabilities Strategy and Solutions
role at
Synchrony
Role Summary/Purpose:
As the VP, Emerging Capabilities Strategy and Solutions leader, you will manage large‑scale, cross‑functional initiatives (epics) focused on servicing & frontline experience AI‑powered assistance. You will define strategy, drive execution, and deliver capabilities that transform how our frontline teams engage with customers. This position requires strategic and design thinking, data and process analysis, understanding of emerging technology, program planning and execution, change management, and cross‑functional partnership at various levels of the organization.
Essential Responsibilities
Define vision, roadmap, and success metrics for a large, cross‑functional epic and lead strategy alignment, delivery milestones, and business outcomes.
Partner with executives and cross‑functional teams to prioritize investments and ensure alignment with enterprise objectives.
Lead cross‑functional teams to deliver epics on time, within scope, and with measurable outcomes.
Collaborate with support teams—including agile teams, technology leaders, product owners, business stakeholders, UX, CX—to ensure seamless platform integration, data integrity, and scalability.
Support adoption and change management across users and frontline teams.
Monitor performance, track KPIs, and report accomplishments, progress, quality, challenges, issues, risks, mitigants, and trade‑off decisions to senior leadership.
Epic Ownership
Agent Servicing / Frontline Experience Automation Capabilities:
Knowledge Management – centralized, accessible content for quick and accurate resolution.
Call Screen Recording – ensuring compliance, transparency, and process improvement.
Quality Management – enhancing performance monitoring and coaching capabilities.
AI‑Powered Assistance Capabilities:
Agent Assist – real‑time guidance to agents during customer interactions.
After Call Summary – automated generation of call notes to reduce manual effort.
Sentiment Analysis – real‑time emotional intelligence for better service outcomes.
Customer Journeys – holistic view and omnichannel context of customer interactions with next‑best action recommendations.
Speech Analytics (Future State) – deriving insights to continuously improve customer experience.
Product Innovation & Management
Shape future capabilities that anticipate business and customer needs.
Conduct market scans, vendor evaluations, and competitive analysis to stay at the forefront of industry trends.
Define clear product roadmaps, feature definitions, and user stories in partnership with business and technology stakeholders.
Continuously gather feedback from frontline teams, customers, and leaders to refine capabilities and improve usability.
Drive a culture of innovation, encouraging pilot programs, proof‑of‑concepts, and rapid iteration to accelerate value while ensuring adherence to regulatory, compliance, security standards, and corporate governance policies.
Translate emerging AI and automation technologies into practical, scalable solutions that drive measurable business outcomes.
Project Planning & Program Management
Establish comprehensive program plans that integrate milestones across multiple workstreams and coordinate cross‑team integration points and dependencies.
Collaborate with designers, system architects, release train engineers, and product managers/owners to ensure successful deliverables.
Manage dependencies across themes, identifying and addressing risks proactively; track and communicate OKRs and benefit realization.
Qualifications/Requirements
Bachelor’s Degree and 10+ years of relevant work experience in Operations, Technology or Self‑Service Digital and Mobile capabilities; alternatively a high school diploma and 10+ years of equivalent experience.
10+ years of Product and Program management managing complex, multi‑year enterprise initiatives simultaneously across functions and stakeholders.
10+ years of Leadership experience, including working with cross‑functional partners and senior C‑suite executives.
Ability to work in Eastern Time Zone while managing an offshore team.
Experience managing scope, expectations, budgets, schedules, distributed resources, and dependencies for technology projects.
Experience working in Agile at Scale (SAFe preferred).
Proficient in MS Office suite, especially Excel and PowerPoint.
Proven communication skills and problem‑solving ability in a cross‑functional, technology‑facing environment.
Desired Characteristics
Preferred experience with AI technologies such as conversational AI, agent assist, speech analytics, augmented reality, and computer vision.
Experience guiding the creation and implementation of self‑service products and platforms.
Certified SAFe professional with knowledge of JIRA/JIRA Align.
Experience with payment technology in a consumer/retail finance setting.
Experience managing offshore teams and multiple project teams.
Highly motivated and self‑driven to accomplish tasks.
Salary The salary range for this position is
150,000.00 - 250,000.00 USD
annually and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted range will be based on 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 onboarding.
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 before they are eligible to post other roles. Employees at level 8 or greater must have at least 18 months of service before posting. All internal employees must consistently meet performance expectations and have manager approval (and HR approval if metrics are not met).
Legal Authorization Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future. 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 Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
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 include changes to the application process, adopting alternate formats, using a sign language interpreter, or using specialized equipment.
If you need special accommodations, please call our Career Support Line so we can discuss your specific situation. We can be reached at 1‑866‑301‑5627. Representatives are available from 8 am – 5 pm Monday to Friday, Central Standard Time.
#J-18808-Ljbffr