VP, Technology Collections & Customer Service Programs

Role Summary/Purpose:

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

Key responsibilities include 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.

Program Leader will drive process and delivery improvements to increase speed-to-market, strengthen cross-team collaboration, and enable consistent, high-quality execution. This role will work closely with stakeholders to deliver against the agreed vision and roadmap, foster innovation, and lead agile teams in partnership with other technology and business teams across the enterprise.

Essential 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.

• Coordinate delivery and collaboration across ARTs, other SIs, external dependency teams, and third-party partners aligned to program commitments.

• Develop 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.

• Perform other duties and/or special projects as assigned

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.

• Ability and flexibility to travel for business as required

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.

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.

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).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment:

When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

This starts when you choose to apply for a role at Synchrony. 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’re proud to have an award-winning culture for all.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group:

Information Technology