As the VP, Product Manager for the Pay My Bill (PMB) release train, you will be responsible for helping drive & achieve Synchrony’s business objectives for our cardholder payment ecosystem, by delivering best in class digital strategic imperatives improving access and ease to everyday customer initiated digital journeys and reducing the dependency on non-digital channels. You will help to deliver end-to-end large-scale solutions (digital products, self-service features and capabilities, and agent front-end and back-office automation) for customers. Collaborating and building partnerships with key cross-functional stakeholders at various levels will be integral to this role.
The Product Manager will bring the vision to life by prioritizing the work for the ART Agile Teams overseeing the prioritization of product features and roadmap and providing regular updates to the cross-functional Leadership Team. A solid technology and operational background, combined with the ability to work closely with cross functional support teams including within an ART (Agile Release Train), agile teams, UX, CX and various internal business leaders while managing the product delivery, are critical job requirements. This Product Manager should be skilled in the Agile framework, able to lead teams, comfortable with ambiguity, can operate in a fast moving, agile environment, is a team player that collaborates well cross functionally and acts as an owner, proactively taking initiative.
Our Way of Working
We’re proud to offer you choice and 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. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.
Essential Responsibilities:
Lead the coordination and delivery of capabilities and features development related to all PMB owned activities including; API, database, batch and payment MFE.
Leverage technical understanding of front-end web development, payment APIs, batch jobs, and databases to define scope and delegate feature work across teams within a fully staffed Agile Release Train
Partner on experience and prioritization of the PMB train product features and roadmap across servicing channels, focused on delivering exceptional customer & associate experiences. Includes partnering with Journey leader, key business partners and Agile release trains to prioritize features for Program Increments (PIs).
Collaborates with System Architects, RTE, and PO’s to guide the ART toward delivering continuous value and successful feature delivery
Maintains product/solution vision and roadmap based on customer value and strategic priorities/KPIs keeping abreast of market dynamics and industry trends. Effectively communicates vision, roadmap, and KPI’s to key stakeholders and to the train on an ongoing basis
Acts as a SME and works cross functionally with other PMs and trains to ensure that larger project vision is being executed and dependencies are being worked on in a timely manner so that their trains priorities can be worked on when they are at the top of the list.
Work cross-functionally, and gain stakeholder buy-in, to ensure effective transition from strategy into design
Develops key benchmarks and measures of success for customer experience partnering with CX and Analytics / AO team to utilize data and customer experience measures to find opportunities and gain alignment.
Ensure proper coordination between PO & Ops Enabler Manager on communication and, if necessary, proper training to customers, clients, agents and internal stakeholders regarding the changes. Ensures communication of new features, enhancements and issues to agents. (including trouble shooting steps and impact)
Ensures train feature requirements are reviewed and approved through required tollgates by process owners, legal, compliance and functional / key stakeholders and documentation is stored according to train standards.
Ensures adherence of compliance and corporate governance policies throughout the implementation.
Provide updates to senior leaders and other internal and external stakeholders on integration project statuses on a regular basis. Act as an escalation point to support business priority discussions with Synchrony senior leadership, both ensuring that correct priorities are assigned to work and protecting your team’s commitments for each Program Increment
Act as subject matter expert for the synchrony payments ecosystem, leading your teams to create and maintain clear, comprehensive documentation of the capabilities of the train
Manage a team of product owners and provide clear direction on growth, opportunity areas, strengths, and priorities. Provide direction on how your train’s product owners should support their teams and their stakeholders
Travel to Synchrony Hubs and client locations as needed to lead discovery sessions, project kick-off meetings, work-out sessions, etc.
Perform other duties and/or special projects as assigned
Qualifications/Requirements:
Bachelor’s Degree and 8+ years of relevant work experience in Operations, Technology or other relevant self-service digital capabilities; in lieu of Bachelor’s degree, high school diploma and 10+ years of equivalent work experience
7+ years Project and/or Product management managing multiple programs/projects simultaneously across multiple stakeholders
3+ years of Leadership experience, including working with cross-functional business partners and senior leadership, communicating with both technical and non-technical resources
Experience managing scope and expectations of technology projects including business/technical requirements, budgets, schedules, distributed resources, and dependencies
Experience in Scaled Agile Framework (SAFe)
Proficient in the use of MS Office product suite, particularly Excel, PowerPoint
Proven ability to communicate in an effective and timely manner.
Track record of problem solving and ability to thrive in a cross-functional and technology facing environment
Desired Characteristics:
Experience working with technical teams and guiding the creation and implementation of self-service products and platforms
Certified SAFe professional
Experience with technology related to payment of bill in a consumer/retail finance setting
Experience managing an offshore team
Experience managing teams which are responsible for various projects
Highly motivated and self-driven to accomplish tasks
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.
