VP, Contact Center Modernization Readiness & Enablement

Synchrony•Alpharetta, GA

1d•Hybrid

About The Position

The VP, Contact Center Modernization Readiness & Enablement will be responsible for the Contact Center Modernization (CCM) comprehensive change management plan. CCM is the transformation of 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. 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 partner with CCM key stakeholders including program epic and capability leaders, senior technology and operations leadership, communication, training, learning and development, and operations to develop a change management framework. This role will lead the a multi-year comprehensive readiness and enablement strategy and execution to ensure successful adoption, reduced change risk, influential and aspirational communication, and sustained usage of new contact center modernization platforms, capabilities, and experiences across all stakeholders. Success in this role looks like timely, clear communication, frontline readiness and usage, and empowerment of employees with the skills, knowledge, and support needed to excel in a modernized servicing environment.

Requirements

Bachelor’s Degree and 8+ years of relevant work experience in Operations, Training, Learning and Development, Communications, or Change Management related roles; in lieu of Bachelor’s degree, high school diploma and 12+ years of equivalent work experience
5+ years in managing complex multiple-year enterprise initiatives / projects simultaneously across multiple functions and stakeholders including senior c-suite executives and leadership, communicating with technical and non-technical stakeholders
Frontline Operations Understanding: contact center workflows, technology, and performance drivers.
Change Management Leadership: experience leading enterprise-wide change -- proven application of structured change management methodologies and demonstrated skills in: change impact assessment, stakeholder alignment, developing and communicating case for change, competency gap analysis, launch planning and execution.
Data Analysis and Design Thinking: Ability to analyze complex processes and operational data, identify improvements to drive efficiency, and translate them into actionable outcomes.
Communication & Influence: Proven ability to partner across the organization with strong communication skills across all organizational levels, managing stakeholders, and driving buy-in.
Exceptional training design and facilitation skills, adept across live, virtual, and on-demand modalities.
Highly motivated and self-driven to accomplish tasks with track record of problem solving and ability to thrive in a complex, cross-functional, and technology and operations environment
Ability to work Eastern Time Zone, while partnering with global stakeholders
Ability and flexibility to travel for business as required

Nice To Haves

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)

Responsibilities

Develop and implement a strategic change management framework encompassing communication, training, adoption, and measurement aligned with program goals
Facilitate defining a clear case for change tailored to stakeholders to build buy-in and commitment
Perform audience and persona analysis to identify and understand all impacted user groups and their change needs, and design integrated communication, training, and knowledge plans to address competency and skill gaps with targeted approaches
Define, design, and execute change management methods and activities to drive successful adoption throughout the program lifecycle
Collaborate with key stakeholders including sponsors, senior leadership, program epic owners and capability leads, process owners, compliance and risk governance to ensure visible sponsorship, advocacy, and alignment for the change, and socialization and alignment of deliverables
Lead and partner with supporting teams to develop and execute comprehensive launch and sustainability plans to deliver key outcomes and ensure smooth go-live, hyper care support, and transition to business-as-usual: Development and execution of communication plans, leveraging multiple channels and tailored messaging to ensure awareness and engagement Creation and maintenance of learning content including training materials, documentation, job aids, and e-learning modules customized to user roles Coordination and delivery of training sessions, webinars, hands-on workshops, and train-the-trainer programs Orchestration of change activities by managing timing, channels, resources, and dependencies to ensure smooth execution Readiness of technology support and escalation teams, ensuring they are equipped to manage post-implementation challenges
Development OKRs and implement feedback loops, adoption/usage analytics, competency assessments, and readiness dashboards to continuously refine the enablement and change approach
Partner with learning and development to create, onboard, and maintain comprehensive learning assets, including training modules, detailed documentation, procedural job aids, and quick-reference guides aligned to modernization efforts and new CCM tools and capabilities
Partner with the Frontline Experience team to apply best practices and transformational change management techniques
Other projects/duties as assigned