SVP, Contact Center Modernization

Role Summary/Purpose:

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.

Essential 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 engineer