VP, Product Manager

Job Description:

Role Summary/Purpose:

As the VP, Product Manager for the Fix My Problem train, you will be responsible for helping to drive & achieve Synchrony’s business objectives, by delivering best in class digital strategic imperatives improving access and ease to everyday customer initiated digital journeys and reducing the dependency on non-digital channels. You will help to deliver end-to-end large-scale solutions (digital products, self-service features and capabilities, and agent front-end and back-office automation) for customers.  Collaborating and building partnerships with key cross-functional stakeholders at various levels will be integral to this role.

The Product Manager will bring the vision to life by prioritizing the work for the ART Agile Teams overseeing the prioritization of product features and roadmap and providing regular updates to the cross-functional Leadership Team. A solid technology and operational background, combined with the ability to work closely with cross functional support teams including within an ART (Agile Release Train), agile teams, UX, CX and various internal business leaders while managing the product delivery, are critical job requirements. This Product Manager should be skilled in the Agile framework, able to lead teams, comfortable with ambiguity, can operate in a fast moving, agile environment, is a team player that collaborates well cross functionally and acts as an owner, proactively taking initiative. 

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 FMP train 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).

• Collaborates with System Architects, RTE, and PO’s to guide the ART toward delivering continuous value and successful feature delivery

• Maintains product/solution vision and roadmap based on customer value and strategic priorities/KPIs keeping abreast of market dynamics and industry trends.  Effectively communicates vision, roadmap, and KPI’s to key stakeholders and to the train on an ongoing basis

• Acts as a SME and works cross functionally with other PMs and trains to ensure that larger project vision is being executed and dependencies are being worked on in a timely manner so that their trains priorities can be worked on when they are at the top of the list.

• Work cross-functionally, and gain stakeholder buy-in, to ensure effective transition from strategy into design

• Develops key benchmarks and measures of success for customer experience​ partnering with CX and Analytics / AO team to utilize data and customer experience measures to find opportunities and gain alignment.

• Manages a team of product owners and provides clear direction on growth, opportunity areas, strengths, and priorities for the train.

• Ensures proper coordination between PO & Ops Enabler Manager on communication and, if necessary, proper training to customers, clients, agents and internal stakeholders regarding the changes. Ensures communication of new features, enhancements and issues to agents. (including trouble shooting steps and impact)

• Ensures train feature requirements are reviewed and approved through required tollgates by process owners, legal, compliance and functional / key stakeholders and documentation is stored according to train standards.

• Ensures adherence of compliance and corporate governance policies throughout the implementation.

• 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

• 8+ years Project and/or Product management managing multiple programs