AVP - Enterprise Client Computing Product Owner (L11)

Role Title: AVP - Enterprise Client Computing Product Owner (L11)

Company Overview:

Synchrony (NYSE: SYF) is a leading consumer financing company that has been at the heart of American commerce and opportunity for nearly a  century. Synchrony delivers credit and banking products that empower tens of millions of consumers to improve their financial lives and access what matters most. Leveraging innovative solutions that are shaping the future of retail commerce, Synchrony supports the growth and success of some of the nation’s most respected brands, alongside hundreds of thousands of small and midsize businesses, including health and wellness providers. Committed to excellence in service and culture, Synchrony is proud to be named as #3 as a Great Place to Work® in India and is honored to be ranked the #1 Best Company to Work For® in the U.S. by Fortune magazine and Great Place to Work®. For more information, visit www.synchrony.com.

Organizational Overview: The AVP - Enterprise Client Computing Product Owner function is accountable for engineering, automating, and securing Synchrony’s end-user compute platforms across Windows, macOS, ChromeOS, and Virtual Desktop environments (e.g., Citrix / Horizon / AWS WorkSpaces / Cloud PC). The team drives modern endpoint management using Microsoft Intune, Autopilot, and co-management (SCCM), with strong ownership of software packaging, patch orchestration, OS lifecycle management, endpoint configuration standards, and performance telemetry.

Role Summary/Purpose:
The AVP - Enterprise Client Computing Product Owner is accountable for the operational ownership, service reliability, security, compliance, financial stewardship, and continuous improvement of enterprise client computing services. This role leads endpoint run operations and product management across Windows, macOS, ChromeOS, VDI, AWS WorkSpaces, Cloud PCs, and related technologies. The Product Owner partners with engineering, infrastructure, information security, risk, service management, business stakeholders, and strategic vendors to deliver a secure, stable, high-performing, and user-focused employee computing experience.

Key Responsibilities:

• Own end-to-end operational lifecycle management for desktops, laptops, Macs, Chromebooks, AWS WorkSpaces, VDI, Cloud PCs, and associated endpoint services.
• Manage service health, availability, capacity, performance, adoption, lifecycle outcomes, and achievement of agreed service levels.
• Lead incident triage, major incident response, service restoration, problem management, root cause analysis, and corrective actions to prevent recurrence.
• Oversee patching, software distribution, configuration standards, endpoint hardening, vulnerability remediation, compliance reporting, encryption, certificates, and privileged access controls.
• Own the client computing product roadmap, backlog, priorities, key performance indicators, quarterly release plans, and modernization outcomes in partnership with engineering, security, and business stakeholders.
• Drive Intune-first and Autopilot-first management, co-management, automation, self-service, endpoint analytics, and production readiness while reducing legacy SCCM-only dependencies.
• Govern operational documentation, runbooks, knowledge articles, standard operating procedures, support handoffs, business continuity, disaster recovery readiness, and annual resiliency activities.
• Support endpoint onboarding, provisioning, refresh, decommissioning, platform transitions, Windows 11 migration, and VDI or Cloud PC rationalization.
• Use telemetry and analytics, including endpoint and digital employee experience data, to improve reliability, performance, adoption, and user experience.
• Partner with Information Security and Risk to maintain audit readiness and provide evidence supporting applicable SOX, PCI, third-party risk, and change governance controls.
• Manage strategic vendor and managed service partner performance, staffing coverage, service levels, continuous improvement commitments, and monthly or quarterly service reviews.
• Own endpoint operating budgets, software licensing, and asset forecasts, identifying cost optimization opportunities across hardware, software, and managed services.
• Provide executive-level service reviews, roadmap updates, risk visibility, and timely communications to senior leaders and stakeholders.
• Collaborate across India and US time zones and participate in after-hours support, planned maintenance, and major service events when required.

Required Skills:

• Bachelor’s degree and 8+ years of experience in endpoint management, desktop operations, digital workplace technology, product ownership, infrastructure, or client computing services.
• Demonstrated experience managing enterprise-scale client computing services in a complex, global environment.
• Strong experience with Windows 10/11, macOS, ChromeOS, Citrix, AWS WorkSpaces, VDI, and Cloud PC technologies.
• Experience with Microsoft Intune, Windows Autopilot, SCCM/MECM co-management, Microsoft Entra ID/Azure AD join, Endpoint Analytics, and Windows Update for Business.
• Working knowledge of endpoint technologies such as JAMF, Tanium, Microsoft Defender for Endpoint, Nexthink, Google Admin Console, Azure, AWS, PowerShell, ServiceNow, and Power Automate.
• Strong understanding of IT service management practices, including Incident, Problem, Change, Service Level, Availability, Capacity, and Continuity Management.
• Experience supporting security, regulatory, compliance, and audit requirements, including vulnerability remediation and evidence management for SOX and PCI controls.
• Proven ability to own a product roadmap, backlog, KPI framework, operational priorities, vendor outcomes, budget considerations, and service improvement plans.
• Strong stakeholder management, executive communication, analytical, financial, documentation, and decision-making skills.
• Ability to lead cross-functional teams and coordinate effectively across engineering, operations, infrastructure, security, risk, service desk, business teams, and vendors.
• ITIL v4 certification and Agile product ownership certification such as CSPO or PSPO.

Desired Characteristics:

• ITIL v4 certification and Agile product ownership certification such as CSPO or PSPO.
• Experience operating endpoint services within a regulated financial services environment.
• Experience leading modernization and transformation initiatives involving Intune, Autopilot, co-management, cloud-native endpoint controls, Windows 11, VDI, or Cloud PCs.
• Demonstrated experience with automation, scripting, workflow optimization, proactive remediation, self-service, and continual service improvement.
• Strong data-driven leadership approach with experience using telemetry, service metrics, experience scoring, dashboards, and trend analysis to improve outcomes.
• Ability to balance operational stability, security, employee experience, modernization, cost optimization, and competing stakeholder priorities.
• Proven success managing strategic partners, global delivery teams, licensing, asset lifecycle planning, and service performance governance.
• Executive presence, ownership mindset, sound judgment, and the ability to communicate complex technical and operational matters clearly.

Eligibility Criteria:

• Bachelor’s Degree with minimum 8 years of overall experience or in lieu of degree, minimum 8+ years of overall experience.
• Minimum of 5 years of experience with Windows 10/11, macOS, ChromeOS, Citrix, AWS WorkSpaces, VDI, and Cloud PC technologies.

Work Timings: 3:30 PM- 12:30 AM IST
This role qualifies for Enhanced Flexibility offered in Synchrony India and will require the incumbent to be available between 06:00 AM Eastern Time – 11:30 AM Eastern Time (timings are anchored to US Eastern hours and will adjust twice a year locally). This window is for meetings with India and US teams. The remaining hours will be flexible for the employee to choose. Exceptions may apply periodically due to business needs) We are proud to offer flexibility at Synchrony. Our way of working allows you the option to work from home or workspaces in our Regional Engagement Hubs—Hyderabad, Bengaluru, Pune, Kolkata, or Delhi/NCR. Occasionally you may be required to commute or travel to Hyderabad or one of the Regional Engagement Hubs for in person engagement activities such as business or team meetings, trainings, and culture events.

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 on any corrective action plan (First Formal/Final Formal, LPP)
• L4 to L7 Employees who have completed 12 months in the organization and 12 months in
• current role and level are only eligible.
• L8+ Employees who have completed 18 months in the organization and 12 months in current
• role and level are only eligible.
• L08+ Level Employees can apply

Grade/Level: 11

Job Family Group: