Job Description

Role Title: VP, Product Manager (L12)
Company Overview:
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry's most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.
We have recently been ranked #2 among India's Best Companies to Work for by Great Place to Work. We were among the Top 50 India's Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.
We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.
We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.
Organizational Overview:
As the Strategy and Transformation VP, Product Manager for the Case Management Release Train, you will be responsible for driving Synchrony's business objectives through continuous improvements to our Case Management System. Your focus will include enhancing agent access and usability of the ACM (Advanced Case Management) tool, driving automation to improve both agent and customer experiences in resolving Customer Solutions and back office cases, as well as overseeing New Client Integration (NCI) initiatives within the Case Management ART. Building strong partnerships and collaborating with cross-functional stakeholders across various organizational levels is essential.
Role Summary/Purpose:
The VP, Product Manager will collaborate with engineering, Journey Leads, business stakeholders, and Agile teams in delivering innovative solutions that improve workflow automation, compliance, operational efficiency, and the seamless onboarding of new clients via NCI. This role requires a strong technology and operational background, expertise in case management and business process automation, and the ability to manage product delivery within an ART (Agile Release Train) framework. You will work closely with UX, CX, and internal business leaders, demonstrating strong ownership, agility, and leadership in a fast-paced environment
Essential Responsibilities:
Provide leadership on program intake for feature prioritization and delivery of capabilities and features related to Case Management ART owned activities including: ACM (advanced case management) functional solutions, RPA (BOT) solutions and New Client Integration Processes for Case Management.
Partner with Journey leaders, key business partners and Agile release trains to prioritize features for Program Increments (PIs).
Leverage deep technical understanding of ACM domains, GUI, and NCI workflows to define scope, and collaborate with the ART Leader to delegate feature work effectively across teams within the Agile Release Train.
Collaborate with System Architects, Release Train Engineers (RTE), and Product Owners (POs) to ensure continuous delivery of value for Case Management ART.
Support the development and maintenance of product/solution vision and roadmap by providing insights on customer value, strategic priorities, and KPIs for case management, while staying informed on market trends and industry developments..
Serve as a subject matter expert (SME) for the Advanced Case Management system, including New Client Integration into ACM, ensuring clear documentation and knowledge sharing across teams and stakeholders.
Facilitate integration and coordination of dependencies across multiple ARTs and PMs to ensure alignment with larger project goals.
Ensure feature requirements for the train are well-documented, reviewed, and meet the definition of ready within Jira Align, adhering to compliance and corporate governance policies.
Regularly update senior leadership and stakeholders on status and progress of Case Management Initiatives, escalating as needed to prioritize business goals and protect team commitments during Program Increments.
Manage and mentor a team of Product Owners, providing guidance on supporting their teams, stakeholders, and focusing on growth opportunities related to core case management and ACM NCI processes.
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' experience working in technology program management integration or in lieu of a degree 12+ years
8+ years Project and/or Product management managing multiple programs/projects simultaneously across multiple stakeholders
1+ Years Advanced Case Management Experience
Leadership experience, including working with cross-functional business partners and senior leadership, communicating with both technical and non-technical resources
Proven experience managing scope, business/technical requirements, schedules, budgets, distributed teams, and dependencies.
Experience and proficiency in the Scaled Agile Framework (SAFe).
Advanced skills with MS Office tools, particularly Excel and PowerPoint.
Strong communication skills, with a demonstrated ability to solve problems in a complex, cross-functional, technology-driven environment.
Desired Characteristics:
Hands-on experience working with technical teams in product management, ideally with IBM Advanced Case Management, IBM FileNet, or similar enterprise case management solutions.
Certified SAFe professional.
Proven ability to manage and mentor Product Owners.
Experience managing teams responsible for multiple complex projects.
Highly motivated, self-driven, and capable of working independently while fostering collaboration.
Experience or familiarity with New Client Integration process
Eligibility Criteria:
Bachelor's degree and 10+ years' experience working in technology program management integration or in lieu of a degree 12+ years
Work Timings: 7AM - 4PM EST (Flexible Shifts)
For Internal Applicants:
Understand the criteria or mandatory skills required for the role, before applying
Inform your manager and HRM before applying for any role on Workday
Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)
Must not be any corrective action plan (First Formal/Final Formal, LPP)
L10+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
L10+ Employees can apply
Grade/Level: 12
Job Family Group: Contact Center Operations

Skills Required