VP, Technology Collections & Customer Service Programs

Role Summary/Purpose

The Program Leader will lead cross-functional transformation programs supporting Technology and Operations initiatives. This role is accountable for end-to-end program delivery and ensuring all initiatives align to enterprise strategy and deliver measurable business outcomes.

About the role

This role involves partnering with senior leaders and stakeholders to define program vision, execution strategy, and an outcomes-based roadmap; prioritizing initiatives based on ROI, value, and capacity; and aligning teams to execute effectively. The role will manage dependencies and delivery across Agile Release Trains (ARTs) and multiple workstreams, coordinating the development of new features and capabilities that enhance servicing functions and support Synchrony's client partners.

Responsibilities

• Lead large-scale, enterprise Agile initiatives using Scaled Agile Framework (SAFe) methodologies.
• Lead, manage, and direct cross-functional technology and business resources across the full Agile delivery lifecycle.
• Cook up and execute program plans; communicate status, milestones, risks, and issues to business and technology leadership; drive timely escalation and resolution.
• Identify, manage, and mitigate risks; manage cross-ART dependencies, sequencing, and prioritization to ensure on-time delivery.
• Own and manage the overall program budget, including forecasting and financial governance.
• Partner closely with key stakeholders to ensure alignment between strategy, roadmap, and execution.
• Coach leaders and teams on Lean-Agile principles, practices, and mindset to improve delivery outcomes and team effectiveness.
• Establish an effective communications strategy; standardize delivery practices and processes across TechOps ARTs.
• Drive continuous improvement by assessing ART agility/maturity and implementing measurable improvements.
• Partner with ART leadership and the Office of Agile to define, streamline, and standardize metrics, dashboards, and reporting for the TechOps workstream.

Qualifications/Requirements

• Bachelor’s degree with 12+ years of technology experience and 5+ years of people leadership experience (or equivalent).
• Strong understanding of servicing/collections operations and the enabling technology stack.
• 8+ years of experience designing, developing, and implementing information systems.
• 10+ years of program management experience with strong practical expertise in Agile and SAFe methodologies.
• Deep knowledge of SAFe and experience leading complex, cross-functional initiatives at enterprise scale.
• Desired Characteristics: Deep knowledge of SAFe and experience leading complex, cross-functional initiatives at enterprise scale; Strong servicing/collections business acumen and product knowledge of servicing technologies and supporting infrastructure; Demonstrated track record of leading and delivering high-impact business and technology transformation programs; Proven ability to lead across geographies and functions to deliver capabilities for client partners and internal stakeholders; Results-oriented, with high ownership, strong bias for action, and a continuous improvement mindset; Excellent written and verbal communication skills, including the ability to influence, align stakeholders, and manage expectations at all levels; Hands-on, self-motivated, and skilled at prioritizing and driving multiple concurrent initiatives in a fast-paced environment.

Legal Authorization

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).

Equal Opportunity Employer

We are committed to providing equal employment opportunities for all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 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 are proud to have an award-winning culture for all.