VP, Contact Center Modernization Readiness & Enablement

Role Summary/Purpose:

The VP,Contact Center Modernization Readiness & Enablement will be responsible for the Contact Center Modernization (CCM) comprehensive change management plan. CCM is the transformation of legacy call center technologies and processes to a modern cloud-based contact center platform that enables customer engagement, automation, and seamless omnichannel servicing across digital, voice, chat, and messaging channels. This role will play a pivotal role in enabling the adoption of cross-functional initiatives, tools, technologies, and programs for our operations across servicing, collections, fraud, recovery, and other critical areas.

This role will partner with CCM key stakeholders including program epic and capability leaders, senior technology and operations leadership, communication, training, learning and development, and operations to develop a change management framework. This role will lead the a multi-year comprehensive readiness and enablement strategy and execution to ensure successful adoption, reduced change risk, influential and aspirational communication, and sustained usage of new contact center modernization platforms, capabilities, and experiences across all stakeholders.

Success in this role looks like timely, clear communication, frontline readiness and usage, and empowerment of employees with the skills, knowledge, and support needed to excel in a modernized servicing environment.

Essential Responsibilities:

• Develop and implement a strategic change management framework encompassing communication, training, adoption, and measurement aligned with program goals
• Facilitate defining a clear case for change tailored to stakeholders to build buy-in and commitment
• Perform audience and persona analysis to identify and understand all impacted user groups and their change needs, and design integrated communication, training, and knowledge plans to address competency and skill gaps with targeted approaches
• Define, design, and execute change management methods and activities to drive successful adoption throughout the program lifecycle
• Collaborate with key stakeholders including sponsors, senior leadership, program epic owners and capability leads, process owners, compliance and risk governance to ensure visible sponsorship, advocacy, and alignment for the change, and socialization and alignment of deliverables
• Lead and partner with supporting teams to develop and execute comprehensive launch and sustainability plans to deliver key outcomes and ensure smooth go-live, hyper care support, and transition to business-as-usual:
  • Development and execution of communication plans, leveraging multiple channels and tailored messaging to ensure awareness and engagement
  • Creation and maintenance of learning content including training materials, documentation, job aids, and e-learning modules customized to user roles
  • Coordination and delivery of training sessions, webinars, hands-on workshops, and train-the-trainer programs
  • Orchestration of change activities by managing timing, channels, resources, and dependencies to ensure smooth execution
  • Readiness of technology support and escalation teams, ensuring they are equipped to manage post-implementation challenges
  • Development OKRs and implement feedback loops, adoption/usage analytics, competency assessments, and readiness dashboards to continuously refine the enablement and change approach
• Partner with learning and development to create, onboard, and maintain comprehensive learning assets, including training modules, detailed documentation, procedural job aids, and quick-reference guides aligned to modernization efforts and new CCM tools and capabilities
• Partner with the Frontline Experience team to apply best practices and transformational change management techniques
• Other projects/duties as assigned

Key Deliverables

• Change Management Framework: End-to-end approach covering communication, training, adoption, and metrics and Change Plan: Methods, schedules, roles, responsibilities
• Audience Analysis: User group insights, roles, motivations, barriers
• Communication Plan: Multi-channel strategy and assets
• Learning Content: Training materials (instructor-led, webinars, e-learning, job aids)
• Resource and Tech Support Readiness: Support team preparedness assessment
• Feedback & Improvements: User/stakeholder insights with recommendations
• Adoption Dashboards: Metrics on training, competency, readiness

Qualifications/Requirements:

• Bachelor’s Degree and 8+ years of relevant work experience in Operations, Training, Learning and Development, Communications, or Change Management related roles; in lieu of Bachelor’s degree, high school diploma and 12+ years of equivalent work experience  
• 5+ years in managing complex multiple-year enterprise initiatives / projects simultaneously across multiple functions and stakeholders including senior c-suite executives and leadership, communicating with technical and non-technical stakeholders
• Frontline Operations Understanding:  contact center workflows, technology, and performance drivers.
• Change Management Leadership:  experience leading enterprise-wide change -- proven application of structured change management methodologies and demonstrated skills in: change impact assessment, stakeholder alignment, developing and communicating case for change, competency gap analysis, launch planning and execution.
• Data Analysis and Design Thinking: Ability to analyze complex processes and operational data, identify improvements to drive efficiency, and translate them into actionable outcomes.
• Communication & Influence: Proven ability to partner across the organization with strong communication skills across all organizational levels, managing stakeholders, and driving buy-in.
• Exceptional training design and facilitation skills, adept across live, virtual, and on-demand modalities.
• Highly motivated and self-driven to accomplish tasks with track record of problem solving and ability to thrive in a complex, cross-functional, and technology and operations environment
• Ability to work Eastern Time Zone, while partnering with global stakeholders
• Ability and flexibility to travel for business as required

Desired Characteristics:

• Experience managing scope and expectations of technology projects including business/technical requirements, budgets, schedules, distributed resources, and dependencies 
• Experience working in Agile at Scale (Scaled Agile Framework SAFe preferred)  

Grade/Level: 13

The salary range for this position is 130,000.00 - 210,000.00 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 our nearest Hub (either virtual or physical) for in-person engagement activities such as weekly 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: