SVP, Contact Center Modernization

Synchrony•Orlando, FL

2d•$200,000 - $330,000•Hybrid

About The Position

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.

Requirements

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
Ability and flexibility to travel for business as required

Nice To Haves

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

Responsibilities

Define and execute Synchrony’s enterprise Contact Center Modernization vision and multi-year roadmap, aligning business outcomes, experience strategy, and technology modernization across both customer and frontline employee needs
Lead Contact Center Modernization as the executive program owner, delivering the “workplace of the future” through workstation transformation, digital + voice enablement, and next-generation servicing capabilities that reduce friction and enable frontline associates to focus on high-value customer interactions
Modernize omnichannel customer engagement across voice, IVR, chat, SMS, messaging, and emerging channels, ensuring consistent experiences and seamless channel transitions
Drive AI-powered transformation including intelligent self-service, agent assist, and real-time insights to improve resolution, quality, and speed and frontline confidence in decisioning and customer guidance
Deliver integrated service and operations solutions, applying strong operational depth and process engineering to simplify workflows, increase platform agility, and strengthen controls
Own the integration strategy for CCM platform into core Synchrony systems, including CRM and enabling unified customer context, CTI/screen pop, routing, and end-to-end interaction visibility —minimizing tool switching and improving associate efficiency
Partner with Business Development and Sales to support onboarding new B2B2C and B2C clients and maintain top-tier service for existing partners
Deliver measurable results across customer experience, agent productivity, operational robustness, and cost efficiency through disciplined execution, governance, and value tracking including improved employee experience and sustained adoption
Foster product innovation & management by leading market and vendor intelligence to shape the product strategy and roadmap; translate insights and frontline feedback into prioritized features/user stories, run pilots/POCs to accelerate value, and ensure all innovation meets regulatory, security, and governance standards, and scale accordingly
Establish and maintain mechanisms to continuously listen and learn (e.g., frontline listening sessions, journey walk-throughs, QA/analytics insights, operational deep dives) to ensure delivered capabilities reflect real operational needs and lead to sustained adoption
Drive Project Planning & Program Management by owning and leading integrated program planning and execution across workstreams—managing milestones, resources, dependencies, and risks—while coordinating delivery with product/engineering/release teams and tracking OKRs and benefit realization through to measurable outcomes.
Partner with Supplier Management to drive vendor governance and performance, shape build-vs-buy decisions, and long-term platform evolution.
Core Telephony (Voice Integration): Deliver reliable inbound/outbound voice services including carrier integration, cloud telephony/call control, dialer, outbound IVR campaigns, and customer-friendly callback/virtual hold.
Conversational Interactions (Virtual Agents): Implement NLU/NLP-driven voice and chat virtual agents to automate high-volume intents, maintain context, and hand off seamlessly to live agents.
Messaging: Enable omnichannel messaging across synchronous/asynchronous chat, SMS, secure co-browse, and proactive notifications to support digital-first engagement.
Frontline Technologies and Agent Experience: Deploy next gen knowledge and quality management, to improve agent experience, resolution accuracy, compliance, and frontline manager coaching effectiveness.
AI-Powered Support: Roll out agent assist, automated after-call summaries, real-time sentiment, customer journey context with next-best-action recommendations, and future-state speech analytics.
Workforce Planning & Optimization: Support the evolution of our Workforce Planning technologies with forecasting, scheduling, intraday management, adherence, and performance analytics—plus intelligent call/chat routing to meet SLAs and contractual obligations.
Analytics & Reporting: Integrate enterprise data (EDL/DWH/Snowflake) and deliver real-time and historical dashboards/reports, interaction analytics, and connectivity to Synchrony reporting tools (e.g., Tableau) for performance reporting and continuous KPI optimization (CCT, CSAT / NPS, FCR, ASA, Digital Self-Service and Agent Productivity Metrics).
Integration (Enterprise Platform): Build a secure, scalable integration layer across Salesforce/CRM agent desktop, CCaaS, and core Synchrony systems using APIs/microservices, IAM (e.g., Okta/SSO), and operational integrations to enable CTI/screen pop, context transfer, routing alignment, and end-to-end visibility.
Perform other duties and/or special projects as assigned.