VP, Digital Integration & Ops Enablement Leader

Job Description:

Role Summary/Purpose:

The Digital Integration & Ops Enablement Leader is responsible for driving and/or executing enterprise-wide digital transformation, integration, and operational excellence.  The role will be directly responsible for designing and executing strategic initiatives that integrate advanced technologies, develop customer insights, and, enhance operational agility to support the organization’s growth and innovation goals In addition the leader will be directly responsible for strategic and tactical leadership of the Ops Enablement Team ensuring effective technology partnerships and supporting the rollout of new features across our agile trains.  This position will report to the SVP Digital Customer Care Leader.

Our Way of Working

We’re proud to offer you choice and 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. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Partner on experience and prioritization of the Universal Login initiative product features and roadmap across servicing channels, focused on delivering exceptional customer & associate experiences. Includes partnering with Journey leader, key business partners and Agile release trains to prioritize features for Program Increments (PIs).

• Partner with various department liaisons and external sources to translate VOC/VOE into a best-in-class digital servicing experience for our customers 

• Establish and deploy a common project/initiatives management processes and tools such as detailed project plans, critical path milestone tracking, cost/budget tracking, in-take management or other collaboration tools​

• Proactively seek process improvements and foster an innovation culture; enhance the Digital Care test and learn processes and projects. Collaborate across multiple servicing channels to identify process optimization opportunities for a cohesive approach and delivery ​

• Lead, collaborate and coordinate efforts of six level 9 Operations Enablement Managers ​

• Personally lead select strategic projects, leveraging cross-functional experts to deliver in timely manner​

• Facilitate communication of project and program status spanning across workstreams or across functions including preparation of management presentations​

• Collaborate with Strategy and Transformation leaders for testing of new capabilities and deployment across platform

• Facilitate communication of project and program status spanning across workstreams or across functions including preparation of management presentations​

• Collaborate with Strategy and Transformation leaders for testing of new capabilities and deployment across platform

• Establish, measure and report on key Objectives and Key Results (OKRs) in partnership with Operations peers, Technology and Analytics teams 

• Perform other duties and/or special projects as assigned 

Qualifications/Requirements:

• Bachelor’s Degree and 10+ years of relevant work experience in Operations, Technology or other relevant self-service digital capabilities; in lieu of Bachelor’s degree, high school diploma and 12+ years of equivalent work experience

• Minimum of 4+ years Project and/or Product management managing multiple programs/projects simultaneously across multiple stakeholders   

• 3+ years of Leadership experience, including working with cross-functional business partners and senior leadership, communicating with both technical and non-technical resources

• Experience in Scaled Agile Framework (SAFe)

• Proficient in the use of MS Office product suite, particularly Excel, PowerPoint

• Proven ability to communicate in an effective and timely manner

• Track record of problem solving and ability to thrive in a cross-functional and technology facing environment

Desired Characteristics:

• Financial Services Industry experience

• Experience working with technical teams and guiding the creation and implementation of self-service products and platforms