VP, Servicing Product

Role Summary/

Purpose:

The VP, Intelligent Servicing Product will help define the future of how Synchrony frontline agents and AI systems work together in servicing and contact center experiences. This is a high-impact opportunity to shape next-generation intelligent servicing capabilities that reduce friction, improve frontline productivity, and create better outcomes for customers and agents. This leader will own the product strategy and roadmap for agentic servicing experiences, identifying where to build, integrate, or partner to move quickly and deliver measurable impact.

The role will partner closely with data science, operations, engineering, governance, and change management teams to design, test, and scale responsible human-in-the-loop solutions grounded in frontline needs and business value. The ideal candidate is a strong product thinker with deep experience in agentic AI, intelligent orchestration, or workflow automation. They bring product taste, technical curiosity, design sensibility, and can simplify complex workflows while raising the bar for product quality in a highly regulated financial services environment.

They are resourceful, entrepreneurial, and comfortable operating in ambiguity, with a bias toward action, learning through experimentation, and the ability to get things done in a highly matrixed organization.

• Define and maintain a multi-quarter vision and roadmap for agentic AI, intelligent orchestration, and frontline automation.
• Identify and prioritize the highest-value opportunities where AI can improve customer outcomes, agent productivity, and operational effectiveness.
• Shape use cases across human-in-the-loop experiences, next best action, intelligent guidance, automated summaries, knowledge experiences, and emerging orchestration patterns.
• Make informed build-versus-integrate-versus-partner decisions across Synchrony capabilities, external platforms, and workflow orchestration approaches.
• Define future-state agentic frameworks that connect people, systems, data, and decisioning in a secure and governed way.

• Lead end-to-end product definition and delivery for assigned capabilities, including scope, dependencies, testing, releases, and post-launch optimization.
• Partner closely with Contact Center Operations, Technology, Architecture, Data Science, Risk, Compliance, Legal, and Experience Design to create scalable and responsible solutions.
• Drive clear product decisions on prioritization, sequencing, and solution design.
• Provide executive communication on strategy, risks, tradeoffs, progress, and outcomes.

• Partner deeply with data science and analytics teams to define test plans, measurement approaches, and learning agendas.
• Design experimentation frameworks that validate opportunity assumptions, compare solution patterns, and inform roadmap decisions.
• Establish ongoing feedback loops to assess performance, usefulness, trust, and business impact.
• Use performance data, customer feedback, and operational insights to tune capabilities and guide scaling decisions.

• Build strong trust and empathy with operations stakeholders and frontline leaders by co-designing solutions that are practical, usable, and adopted.
• Work with communication, training, and change management teams to drive adoption and support thoughtful rollout planning.
• Design responsible, human-led systems that enhance agent decision-making rather than over-automating the experience.
• Capture operational feedback and integrate it into roadmap priorities and product improvements.
• Ensure solutions are operationally ready, aligned to frontline workflows, and built with strong user trust.

• Ensure capabilities meet Synchrony standards for privacy, permissions, security, compliance, and model risk management.
• Partner with governance and technology control teams to embed controls, monitoring, and auditability into the product lifecycle.
• Define escalation paths, exception handling, and oversight mechanisms for AI-generated outputs and automated actions.
• Perform other duties and/or special projects as assigned

• Bachelor’s degree and 8+ years of relevant experience in product management, platform strategy, servicing technology, customer operations technology, or equivalent or 12+ years of equivalent relevant experience in lieu of a degree 8+…