VP, Intelligent Servicing & AI Orchestration

Synchrony; Chicago (IL); Hybrid; USD 130,000 - 210,000; Full time

Job summary

Synchrony seeks a VP of Intelligent Servicing Product to shape how frontline agents and AI systems collaborate in servicing and contact centers. You will own the product strategy, define the roadmap, and partner with data science, operations, governance, and change management to design humane, human-in-the-loop solutions grounded in frontline needs.

You will lead end-to-end product delivery, prioritize opportunities, and communicate strategy to executives.

Qualifications

• Bachelor’s degree and 8+ years of relevant experience in product management, platform strategy, servicing technology, customer operations technology, or equivalent
• 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
• Strong ability to translate business goals into product requirements, experiments, roadmaps, and iterative releases
• Proven ability to partner with engineering, architecture, and data science teams on integrations, technical tradeoffs, and solution design
• Strong analytical fluency with ability to pull, interpret, and act on data to inform prioritization, experimentation, and product decisions
• Strong written and verbal communication skills with technical and non-technical stakeholders at all levels
• Ability to work Eastern Time hours while partnering with distributed stakeholders
• Ability and flexibility to travel for business as required

Responsibilities

• Define and maintain a multi-quarter vision and roadmap for agentic AI, intelligent orchestration, and frontline automation
• Identify and prioritize highest-value 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 emerging orchestration patterns
• Make informed build-versus-integrate-versus-partner decisions across Synchrony capabilities, external platforms, and workflow orchestration approaches
• Define future-state agentic frameworks that connect people, systems, data, and decisioning in a secure and governed way
• Lead end-to-end product definition and delivery for assigned capabilities, including scope, dependencies, testing, releases, and post-launch optimization
• Partner with various functions to create scalable and responsible solutions
• Drive clear product decisions on prioritization, sequencing, and solution design
• Provide executive communication on strategy, risks, tradeoffs, progress, and outcomes
• Partner with data science and analytics to define test plans and learning agendas
• Design experimentation frameworks to validate opportunities and inform roadmap decisions
• Establish ongoing feedback loops to assess performance, usefulness, trust, and business impact
• Use performance data and insights to tune capabilities and guide scaling decisions
• Build trust with operations stakeholders and drive adoption through co-design and change management

Skills

Product management

Agile delivery

AI/automation strategy

Cross-functional leadership

Data-driven decisions

Communication

Education

Bachelor’s degree

8+ years experience in lieu of degree

Job description

Synchrony seeks a VP of Intelligent Servicing Product to shape how frontline agents and AI systems collaborate in servicing and contact centers. You will own the product strategy, define the roadmap, and partner with data science, operations, governance, and change management to design humane, human-in-the-loop solutions grounded in frontline needs.

You will lead end-to-end product delivery, prioritize opportunities, and communicate strategy to executives.