Role Summary/Purpose:

As the Senior Vice President, Ops Excellence, Enablement & Execution you will lead the strategic vision and execution of Synchrony’s omnichannel customer servicing experience that will enhance and improve both agent and customer experiences. This role focuses on enabling a digital-first, self-service ecosystem while empowering frontline associates to deliver exceptional, efficient, and personalized customer interactions through a focused contact center modernization strategic initiative. You will lead a multi-domain team responsible for Contact Center Modernization and Digital First, global operations training, performance, change management, and frontline experience—each critical to the successful transformation of omnichannel customer servicing. The position requires leadership in change management, adoption of AI-powered tools, training, and cross-functional collaboration to achieve top-tier customer and agent satisfaction and operational efficiencies.

Key Responsibilities

• Lead the design and execution of strategic priorities to evolve and transform customer servicing operations, prioritizing a best-in-class frontline employee experience that supports engagement and performance. Drive best-in-class digital-first customer experiences that are journey-led, measurable through NPS, and unified across channels; ensure changes are operationalized through streamlined processes, clear leader routines, and effective training and adoption support. Oversee strategic initiatives such as Contact Center Modernization, incorporating technology, AI, and process improvements to advance operational agility and customer satisfaction while creating capacity for agents to focus on the most important work of servicing our customers.
• Enable frontline teams with AI-assisted tools, real-time knowledge bases, automated workflows, and training programs that improve service quality, accuracy, and speed. Manage change enablement via targeted communication, coaching, and gamified learning.
• Elevate the Front Line Experience and Leader program by strengthening the feedback loops, driving prioritization of initiatives that will enhance agent and leader experience.
• Lead global operations training efforts, ensuring team readiness and continual skill development to meet evolving business needs.
• Lead the program management office responsible for operational initiatives and change execution governance, including standardized intake, prioritization, dependency management, risk mitigation, performance reporting, and benefits tracking; maintain an enterprise view of change demand vs. capacity and actively manage change saturation across frontline teams.
• Lead the development of performance frameworks that measure organizational effectiveness and business outcomes. Ensure leaders have actionable data to manage productivity, quality, customer experience, and inform training programs and workforce engagement.
• Promote accountability and performance excellence across all operations functions.
• Collaborate with enterprise leadership and business partners to align operational strategies with broader organizational goals and customer needs.
• Lead and embed effective change management across operations, supporting adoption, capability uplift, and sustained performance as organizational needs and ways of working evolve.
• Manage and develop a high-performing leadership team.
• Use data-driven insights to inform decisions, monitor performance metrics, and proactively address operational risks and opportunities.
• Foster a culture of innovation, collaboration, and excellence across frontline operations and support functions.

Qualifications

• Bachelor’s degree and a minimum of 15+ years of progressive leadership experience in contact center operations, customer experience management, digital transformation, or related roles, with at least 7 years in senior leadership positions.
• Proven experience in customer experience transformation, contact center modernization, or digital service enablement.
• Deep understanding of business operations.
• Proven success driving cross-functional initiatives that improve employee and customer experiences.
• Knowledge of contact center technologies, workforce management systems, and performance analytics.
• Exceptional leadership skills with a strong track record of developing and motivating frontline teams and managers.
• Excellent communication and stakeholder engagement skills, with the ability to influence across all levels of the organization.
• Analytical mindset with the ability to utilize data-driven insights to guide strategy.

Desired Characteristics

• Demonstrated experience managing comprehensive operations training programs at scale.
• Strategic and analytical thinker capable of translating complex business initiatives into actionable operational plans.
• Knowledge of AI-powered digital self-service and conversational agents technology.
• Background in omni-channel customer service operations, especially with virtual agent and IVR technology.
• Expertise in Agile delivery, backlog management, and product prioritization.

Grade/Level: 17

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

• 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).

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