Technology

VP, Technical Product Manager (Contact Center Technology) (L13)

Locations: Hyderabad, Telangana, IN

Apply

Job ID: 2600310

Job Description:

Role Title: VP, Technical Product Manager (Contact Center Technology) (L13)

Company Overview:

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

  • We have recently been ranked #2 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.

  • We provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.

  • We provide career advancement and upskilling opportunities for all to take up leadership roles.

Organizational Overview:

In today's fast-paced business landscape, the ability to adapt quickly and deliver value is paramount. Agile project management has emerged as a transformative approach to project delivery, and behind every successful Agile project, there is a dedicated team that manages the Agile framework with precision and finesse. GOI&T team has a proven track record of success, and it empowers teams to embrace change and collaborate to achieve results in their projects. The key responsibilities of the team include daily stand ups, sprint planning, sprint review, sprint retrospective and backlog refinement. While they maintain a relentless focus on improving their Agile processes and strive for excellence in project delivery, the GOI&T team can pivot quickly, responding to changing customer needs – consistently delivering value to customers.

Role Summary/Purpose:

Synchrony is looking for a dynamic, outcome-focused Application Product Manager who can reimagine how we build and operate enterprise applications, working smarter to drive the discovery, design, delivery, adoption, and continuous improvement of key customer and employee-facing platforms. Operating in a high-volume, regulated environment, this role partners closely with Business, Credit, Risk, Compliance, Cybersecurity, Architecture, Engineering, and Operations to translate business goals into clear implementation plans and to deliver secure, resilient, and compliant capabilities through agile, data-driven practices. The Application Product Manager is accountable for build and release planning, stakeholder engagement, OKR oversight, and operational excellence (availability, performance, and incident, problem, and change management) in collaboration with business and technology partners, while advancing platform modernization (cloud migration, microservices integration, and stack updates), integration with enterprise data and analytics, and excellent accessibility and user experience. The role supports strategic initiatives including large scale transformation, major client and product launches and integrations, SaaS migrations, platform consolidations, conversions and deconversions, and regulatory programs (e.g., PCI, SOX, data privacy), and manages vendor and partner relationships and budgets as needed. The Application Product Manager leads and influences a global, cross-functional set of agile teams and matrixed resources, developing talent and fostering a culture of accountability, transparency, and continuous improvement. This role reports into the Global Operations Initiatives & Technology organization.

Essential Responsibilities:

  • Own the delivery plan for SaaS and on-premise- chatbots, live chat, and other contact center applications, aligning priorities to business outcomes and customer/agent experience.

  • Provide oversight to work intake, capacity management and prioritization across agile teams; maintain a transparent release calendar and communicate scope, timelines and dependencies to stakeholders.

  • Drive technology oversight of architecture, design, implementation and validation of integration points across the ecosystem, with a heavy focus on secure, performant solutions (e.g., CRM/agent desktop, case management, identity/SSO, knowledge bases, telephony/CCaaS, analytics/BI, logging/observability).

  • Establish and enforce application development and support standards (versioning, schema, contracts, error handling, resiliency patterns), promote reusability, and ensure backward compatibility for dependent applications.

  • Plan and lead build, release and change management for both vendor developed- and internally developed applications; coordinate SaaS release window awareness and on-premise patching/upgrades, with robust pre and -post-deployment -validation as necessary.

  • Ensure operational excellence in partnership with Site Reliability/TechOps: availability, performance, monitoring/alerting, incident/problem/change management, root c-ause analysis and postmortems with action -follow through-.

  • Advance platform modernization (e.g., cloud migrations, microservices enablement, API gateways, eventing, stack upgrades) in alignment with enterprise architecture standards.

  • Govern configuration and content for chat experiences (intents, NLP models, routing, flows, knowledge content), including A/B testing, localization and accessibility, to optimize containment, CSAT and agent efficiency.

  • Track and socialize OKRs/KPIs (e.g., adoption, deflection/containment, CSAT, response time, average handle time, error rates), and lead continuous improvement initiatives based on data driven- insights.

  • Support end-to-end testing strategy (unit/integration, UAT, performance, security, accessibility) and ensure reliable, repeatable and auditable validation processes with appropriate separation- of duties.

  • Manage vendor and partner relationships: selection, contracts, SLAs/OLAs, renewals, license utilization, consultant management, budgets and escalations; drive accountability for delivery quality and operational performance.

  • Support apps within scope; triage complex issues, coordinate cross functional resolution with vendors and internal teams, and prevent, detect- and remediate recurring problems.

  • Ensure robust governance, processes and controls are in place; maintain comprehensive documentation (requirements, architecture diagrams, API specs, runbooks, SOPs) and support internal audits and regulatory reviews.

  • Partner with Legal, Compliance, Cybersecurity, Privacy and Risk to assess gaps for new or updated regulations/guidance and lead remediation to ensure compliance (e.g., PCI, SOX, data privacy such as CCPA/GDPR as applicable).

  • Drive Identity and Access Management best practices (SSO integration, RBAC, least privilege), including periodic access reviews and control testing across SaaS and on-premise -environments.

  • Support strategic programs including large scale transformational initiatives, SaaS migrations, major client/product launches, integrations, platform consolidations, conversions and deconversions, and decommissioning of legacy solutions.

  • Conduct build vs- buy and TCO analyses; manage budgets and forecasts; identify opportunities for cost optimization (e.g., SaaS seat utilization-, cloud resource efficiency).

  • Align with enterprise architecture on standards and reference designs; reduce duplicate capabilities, improve interoperability and accelerate integration delivery.

  • Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

  • Bachelor’s Degree and 7+ years of relevant work experience in Operations, Technology or other relevant self-service digital capabilities; in lieu of bachelor’s degree 9+ years of equivalent work experience

  • Hands on experience with WFM, Call / Screen Recording, Interaction Routing, Speech and Text analytics, in addition to AI, Chatbot, Chat and / or Automation capabilities

  • 7+ years Project and/or Product management managing multiple programs/projects simultaneously

  • 5+ years of Leadership experience, including working with cross-functional business partners and senior leadership, communicating with both technical and non-technical resources

  • Experience working with technical teams and guiding the creation and implementation of digital products and platforms

  • Experience in Scaled Agile Framework (SAFe)

  • Strength in developing data-driven perspectives and presenting insights to leadership

  • Proficient in the use of MS Office product suite, particularly Excel, PowerPoint

  • Ability and flexibility to travel for business as required

Desired Characteristics:

  • Credit card, Collections and/or unsecured consumer lending experience

  • Experience managing software development, coding or configuration

  • Experience with agile software development or agile project management

  • Experience as a people manager

  • Experience managing global multi-site teams

  • Demonstrated ability to build and lead high performing teams

  • Strong leadership with the ability to manage tight deadlines with a process focus

  • Strong relationship building, communication (verbal, written) and influencing skills; must be able to communicate with and influence executives

  • Process ownership and issue management experience

Eligibility Criteria:

Bachelor’s Degree and 7+ years of relevant work experience in Operations, Technology or other relevant self-service digital capabilities; in lieu of bachelor’s degree 9+ years of equivalent work experience

Work Timings: 4 PM to 1 AM IST

Role requires collaboration during India and US business hour overlap windows to support leadership and stakeholder discussions.

For Internal Applicants:

  • Understand the criteria or mandatory skills required for the role, before applying

  • Inform your manager and HRM before applying for any role on Workday

  • Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)

  • Must not be any corrective action plan (First Formal/Final Formal, LPP)

  • L11+ Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

  • L11+ Employees can apply

Grade/Level: 13

Job Family Group:

Information Technology

Apply
Share Share

Back to all jobs