VP, Product – Contact Center Routing and Workforce Planning Capabilities

Synchrony•Orlando, FL

3d•Hybrid

About The Position

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.

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
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.

Nice To Haves

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.

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.