Role Summary/Purpose:The AVP, Change Management will lead release management and change governance for our Recovery platform, with a strong emphasis on Debt Manager. This role is accountable for planning and delivering monthly releases, ensuring end-to-end readiness (requirements, testing sign-off, cutover planning, and stakeholder communications), and coordinating dependencies across Agile teams and shared platforms. The AVP will partner closely with business and technology leaders to drive high-quality delivery and stable production outcomes.
Essential Responsibilities:- Lead monthly Recovery system releases, maintaining release calendars, scope alignment, readiness checkpoints, and promotion criteria.
- Ensure QA/UAT completion and formal sign-offs prior to production promotion; facilitate go/no-go readiness discussions and post-release validation.
- Coordinate with other Agile Release Trains (ARTs) and platform teams to manage dependencies, sequencing, and shared build impacts, including PI planning prioritization.
- Partner with Product Owners, IT Project Managers, Scrum Masters, and Build/Run leaders to manage enhancements, defects, and technical debt tracked in JIRA.
- Support backlog refinement and delivery execution by clarifying requirements, strengthening acceptance criteria, identifying risks, and escalating blockers.
- Drive continuous improvement in intake, release, and change processes to improve throughput and reduce delivery risk.
- Provide guidance on Debt Manager configuration, integration/interface design, and solutioning for complex Recovery needs.
- Advise on system impacts related to Fit Logic Advisor rules, security roles/privileges, and supplier management for inbound/outbound file processing and configuration.
- Partner with technology teams to identify requirements/design gaps and recommend solutions for integration-focused work.
- Collaborate with QA/UAT teams to ensure testing strategy, coverage, and defect triage support release quality and operational readiness.
- Support business readiness by providing input on job aids, training materials, and release communications to enable smooth adoption.
- Participate in Process Owner forums as an SME; identify process gaps and recommend mitigations/enhancements to support Recovery performance (including reducing stagnant inventory).
- Perform other duties and/or special projects as assigned
Qualifications/Requirements:- 5+ years of experience in financial services (credit/servicing/collections/recovery preferred).
- 5+ years in roles involving technology delivery, business systems, data analysis, reporting, or process optimization.
- 3+ years of experience with requirements definition and translating business needs into delivery scope.
- 3+ years hands-on experience with one or more: SQL, ETL tools, SAS Studio, or similar data/query tools.
- Proficiency with Microsoft Office (Excel, PowerPoint, Visio, Word).
- Ability and flexibility to travel for business as required
Desired Characteristics:- 3+ years of project/release management experience in a technology environment (Agile preferred).
- Bachelor's degree or equivalent experience.
- Debt Manager experience (strongly preferred), including release impacts, configuration, and integration/interface considerations.
- Experience supporting Collections/Recovery operations and understanding operational impacts of system change.
- Familiarity with Rules Engines, roles/privileges, and inbound/outbound file processing concepts.
- Experience working with JIRA and Agile practices (PI planning, dependency management, release trains).
- Exposure to FD, GECOM, Vision Plus, Wausau, Fiserv applications.
- SharePoint experience.
Grade/Level: 11The salary range for this position is
90,000.00 - 155,000.00 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.
Our Way of Working:We're proud to offer you 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. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.
*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.
Eligibility Requirements:- You must be 18 years or older
- You must have a high school diploma or equivalent
Job Family Group:Collections
