VP, Intelligent Servicing Product

Synchrony

. Define and maintain a multi-quarter vision and roadmap for agentic AI, intelligent orchestration, and frontline automation .

Posted 10/14/2026full-timeUnited StatesLead💰 $130,000 - $210,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and executing product strategies for agentic AI and intelligent orchestration, with a strong focus on customer outcomes and operational effectiveness. Proven ability to lead cross-functional teams, manage complex projects, and communicate effectively with diverse stakeholders.

Highest-signal resume keywords

Product ManagementAgile DeliveryAI StrategyCross-Functional LeadershipData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Agentic AIIntelligent OrchestrationWorkflow AutomationBacklog ManagementRelease PlanningExperimentation FrameworksData AnalysisTechnical TradeoffsIntegration StrategyCompliance and Governance

Soft Skills

Strong Communication SkillsCollaborationTrust BuildingAdaptabilityStakeholder Engagement

Industry Keywords

Customer Operations TechnologyContact Center WorkflowsRegulated EnvironmentsRisk ManagementModel Quality Measurement

About the role

Key responsibilities & impact

Define and maintain a multi-quarter vision and roadmap for agentic AI, intelligent orchestration, and frontline automation
Identify and prioritize 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 orchestration patterns
Make build-versus-integrate-versus-partner decisions across Synchrony capabilities, external platforms, and workflow orchestration approaches
Define secure and governed agentic frameworks connecting people, systems, data, and decisioning
Lead end-to-end product definition and delivery, including scope, dependencies, testing, releases, and post-launch optimization
Partner with Contact Center Operations, Technology, Architecture, Data Science, Risk, Compliance, Legal, and Experience Design
Drive prioritization, sequencing, and solution-design decisions
Provide executive communication on strategy, risks, tradeoffs, progress, and outcomes
Define test plans, measurement approaches, and learning agendas with data science and analytics teams
Design experimentation frameworks and feedback loops to validate assumptions and guide roadmap decisions
Use performance data, customer feedback, and operational insights to tune capabilities and guide scaling
Build trust with operations stakeholders and frontline leaders through co-designed solutions
Partner with communications, training, and change management teams to drive adoption and rollout
Design responsible human-led systems that enhance agent decision-making
Ensure solutions are operationally ready and aligned with frontline workflows
Embed privacy, permissions, security, compliance, model risk controls, monitoring, and auditability
Define escalation paths, exception handling, and oversight mechanisms for AI-generated outputs and automated actions
Perform other duties and/or special projects as assigned

Requirements

What you’ll need

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+ years leading cross-functional initiatives across business and technology teams with measurable outcomes
5+ years of Agile delivery experience, including backlog management, release planning, and dependency management
Experience driving AI, automation, or workflow-oriented product strategy in an enterprise environment
Ability to translate business goals into product requirements, experiments, roadmaps, and iterative releases
Experience partnering with engineering, architecture, and data science teams on integrations, technical tradeoffs, and solution design
Strong analytical fluency using data for prioritization, experimentation, and product decisions
Strong written and verbal communication skills with technical and non-technical stakeholders
Ability to work Eastern Time hours while partnering with distributed stakeholders
Ability and flexibility to travel for business as required
Deep experience with agentic AI, intelligent orchestration, or workflow automation strategy and execution
Experience defining where to build, integrate, and partner across AI-enabled enterprise capabilities
Familiarity with AI evaluation approaches, feedback loops, human review, model quality measurement, reinforcement learning from human feedback, or human-in-the-loop tuning methods
Experience with customer servicing, contact center workflows, or frontline productivity tools
Experience working in regulated environments with risk, compliance, security, and governance functions
Must be 18 years or older
Must have a high school diploma or equivalent
Must be willing to take a drug test, submit to a background investigation, and submit fingerprints
Must satisfy Section 19 of the Federal Deposit Insurance Act
Legal authorization to work in the U.S. required
Employer will not sponsor employment visas

Benefits

Comp & perks

Annual bonus based on individual and company performance
Option to work from home near one of Synchrony’s Hubs or come into one of its offices
In-person engagement activities including business or team meetings, training, and culture events
Inclusive culture and Employee Resource Groups (ERGs)
Reasonable accommodations for qualified individuals with disabilities