Vice President – Intelligent Servicing Product

Role Summary/Purpose:

The VP, Intelligent Servicing Product will help define the future of how Synchrony frontline agents and AI systems work together in servicing and contact center experiences. This is a high-impact opportunity to shape next-generation intelligent servicing capabilities that reduce friction, improve frontline productivity, and create better outcomes for customers and agents.

This leader will own the product strategy and roadmap for agentic servicing experiences, identifying where to build, integrate, or partner to move quickly and deliver measurable impact.  The role will partner closely with data science, operations, engineering, governance, and change management teams to design, test, and scale responsible human-in-the-loop solutions grounded in frontline needs and business value.

The ideal candidate is a strong product thinker with deep experience in agentic AI, intelligent orchestration, or workflow automation. They bring product taste, technical curiosity, design sensibility, and can simplify complex workflows while raising the bar for product quality in a highly regulated financial services environment. They are resourceful, entrepreneurial, and comfortable operating in ambiguity, with a bias toward action, learning through experimentation, and the ability to get things done in a highly matrixed organization.

Essential Responsibilities:

AI and intelligent orchestration strategy

• Define and maintain a multi-quarter vision and roadmap for agentic AI, intelligent orchestration, and frontline automation.
• Identify and prioritize the highest-value opportunities where AI can improve customer outcomes, agent productivity, and operational effectiveness.
• Shape use cases across human-in-the-loop experiences, next best action, intelligent guidance, automated summaries, knowledge experiences, and emerging orchestration patterns.
• Make informed build-versus-integrate-versus-partner decisions across Synchrony capabilities, external platforms, and workflow orchestration approaches.
• Define future-state agentic frameworks that connect people, systems, data, and decisioning in a secure and governed way.

Product leadership and delivery

• Lead end-to-end product definition and delivery for assigned capabilities, including scope, dependencies, testing, releases, and post-launch optimization.
• Partner closely with Contact Center Operations, Technology, Architecture, Data Science, Risk, Compliance, Legal, and Experience Design to create scalable and responsible solutions.
• Drive clear product decisions on prioritization, sequencing, and solution design.
• Provide executive communication on strategy, risks, tradeoffs, progress, and outcomes.

Experimentation, measurement, and tuning

• Partner deeply with data science and analytics teams to define test plans, measurement approaches, and learning agendas.
• Design experimentation frameworks that validate opportunity assumptions, compare solution patterns, and inform roadmap decisions.
• Establish ongoing feedback loops to assess performance, usefulness, trust, and business impact.
• Use performance data, customer feedback, and operational insights to tune capabilities and guide scaling decisions. 

Adoption and Change Management

• Build strong trust and empathy with operations stakeholders and frontline leaders by co-designing solutions that are practical, usable, and adopted.
• Work with communication, training, and change management teams to drive adoption and support thoughtful rollout planning.
• Design responsible, human-led systems that enhance agent decision-making rather than over-automating the experience.
• Capture operational feedback and integrate it into roadmap priorities and product improvements.
• Ensure solutions are operationally ready, aligned to frontline workflows, and built with strong user trust.

Governance, risk, and controls

• Ensure capabilities meet Synchrony standards for privacy, permissions, security, compliance, and model risk management.
• Partner with governance and technology control teams to embed controls, monitoring, and auditability into the product lifecycle.
• Define escalation paths, exception handling, and oversight mechanisms for AI-generated outputs and automated actions.
• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor’s degree and 8+ years of relevant experience in product management, platform strategy, servicing technology, customer operations technology, or equivalent or 12+ years of equivalent relevant experience in lieu of a degree
• 8+ years leading cross-functional initiatives across business and technology teams with measurable outcomes
• 5+ years of Agile delivery experience, including backlog management, release planning, and dependency management
• Experience driving AI, automation, or workflow-oriented product strategy in an enterprise environment
• Strong ability to translate business goals into product requirements, experiments, roadmaps, and iterative releases
• Proven ability to partner with engineering, architecture, and data science teams on integrations, technical tradeoffs, and solution design
• Strong analytical fluency with the ability to pull, interpret, and act on data to inform prioritization, experimentation, and product decisions
• Strong written and verbal communication skills with technical and non-technical stakeholders at all levels
• Ability to work Eastern Time hours while partnering with distributed stakeholders
• Ability and flexibility to travel for business as required

Desired Characteristics:

• Deep experience with agentic AI, intelligent orchestration, or workflow automation strategy and execution
• Experience defining where to build, integrate, and partner across AI-enabled enterprise capabilities
• Familiarity with AI evaluation approaches, including feedback loops, human review, model quality measurement, and concepts such as reinforcement learning from human feedback or other human-in-the-loop tuning methods
• Experience with customer servicing, contact center workflows, or frontline productivity tools
• Strong product taste and judgment to identify the right problems to solve and simplify complex workflows
• Strong technical curiosity and design sensibility to create simple, intuitive, human-centered experiences
• Ability to elevate product thinking and operating rigor within a complex enterprise environment
• Resourceful, entrepreneurial mindset with a bias toward action, learning through experimentation, and the ability to execute in a highly matrixed organization
• Comfort operating in ambiguity and building from first principles, starting with core user and business needs.
• Strong empathy for operational stakeholders and the ability to drive buy-in through collaboration and trust
• Experience partnering closely with communications, training, and change management teams to drive adoption
• Experience working in regulated environments with collaboration across risk, compliance, security, and governance functions

Grade/Level: 13

The salary range for this position is 130,000.00 - 210,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Our Way of Working:

We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events. 

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

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 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. 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 our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all. 

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 of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.   Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group:

Contact Center Operations