VP, Product – Contact Center Routing and Workforce Planning Capabilities

Synchrony • Orlando, FL

2d • 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

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.

Benefits

• eligible for an annual bonus based on individual and company performance
• option to work from home near one of our Hubs or come into one of our offices
• inclusive culture where your individual skills, experience, and voice are not only heard – but valued
• community and passion intersect to offer a safe space to learn and grow

What This Job Offers

• Job Type: Full-time
• Career Level: Executive