E2403512-18
Job Description
Role Summary/Purpose:
The Manage my Account Train Leader is responsible for driving the execution and evolution of new products, features, and capabilities that improve a customer’s experience while managing their account within Synchrony’s digital servicing. This role also leads the execution and management of digital servicing communications and the digital collections platform. This position will be directly responsible for strategic and tactical leadership of the Manage my Account journey including long term planning, design, build, launch and client adoption. This position will report to the SVP Digital Servicing 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
• Provide direct leadership and oversight for the Manage my Account Agile Train execution and serve as lead ‘ambassador’ for the customer’s journey
• Directly responsible for Agile Release Train duties such as setting Epics, participating in ART ceremonies, project budget, NPI participation and various ART ceremonies
• Partner with various department liaisons and external sources to translate VOC into a best-in-class online servicing experience for our customers
• Co-lead, collaborate and coordinate the Agile Train Prioritization Process in partnership with the Manage my Account Product Manager(s) and the Digital First Solution Leadership team; directly lead the PI Planning process
• Establish, measure and report on key Objectives and Key Results (OKRs) in partnership with the Operations, Technology and Analytics teams
• Act as the primary interface with the Legal, Regulatory and Compliance organizations to strengthen key process controls and effectively manage defects and issues at ART/program level
• Partner with the Product Manager(s) and Go to Market team members to drive internal knowledge and external (partner) engagement of new Account Manager capabilities
• Partner with the CX and UX teams to identify emerging technologies and integrate winning consumer concepts, inclusive of measurement via Addressable Opportunity metrics
• Partner with Product Manager(s) to provide updates to Steering Committee, client marketing teams, key clients and ELT stand-up meetings
• Guide, mentor, and develop a team highly motivated and skilled Product Owners
• Perform other duties and/or special projects as assigned
Qualifications/Requirements
• Bachelor's degree or 10 years of Agile work experience
• Minimum of 7 years of project management experience with demonstrated success managing multiple projects through building / leadership of direct reports in a matrixed environment
• Experience with Agile software development framework, acting in the Product Manager or Product Owner role
• Experience working with technical teams and/or guiding the creation and implementation of digital products and platforms
Desired Characteristics
• Certified Scaled Agile Framework (SAFe) enterprise leadership professional
• Experience in the consumer financial services including credit cards and installment loans
• Track record of creative problem solving and ability to thrive in a cross-functional and virtual environment
• High energy, self-motivated, with strong communication skills (verbal and written)
Grade/Level: 14
The salary range for this position is 150,000.00 - 250,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Salaries are adjusted according to market in CA, NY Metro and Seattle.
Eligibility Requirements
• 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).
Legal authorization to work in the U.S. is required. We will not sponsor individ
Location: Phoenix, AZ
Posted: Sept. 9, 2024, 9:32 a.m.
Apply Now Company Website