Job Description:

Role Summary/Purpose:

The VP, Customer Communication Solutions is responsible for the strategy, vision, and roadmap for customer communications, including billing statements, letters, and card packages, across all Synchrony business lines and portfolios.

This role leads cross-company Agile teams managing feature and story development, prioritization and backlog management, and release cycles tied to the development and execution of customer communications, including billing statements.

You will guide efforts related to new capabilities and endeavors and provide a unified implementation vision for next generation payment and billing vehicles.

This role leads a team of solution architects and project managers, who manage the content of communications (both paper and digital) for billing statements, letters, and card packages: delivering ~700MM pieces annually across multiple software platforms while adhering to all regulatory and compliance mandates, including transaction billing, finance charge and fee calculation, and card and billing display requirements.

You will work with stakeholders (Marketing, Client Development, Technology, Product, and Business Operations) and other functions and suppliers across the company on growth initiatives; shepherding initiatives manifesting in customer communication collateral: payment product options, promotional transaction products, loyalty and rewards products, and other 3rd party product offers.

We’re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices.

This position is currently remote and can require working at a Synchrony or supplier site for team meetings, planning sessions, and culture events.

Essential Responsibilities

This role requires several unique skill sets: knowledge of Fiserv, First Data and/or other card issuing platforms, knowledge of software development methodologies, such as Agile/SDLC, & knowledge of credit billing regulatory mandates. In this role, this individual will:

• Engage, develop, retain, and lead a high performing team of content/processing channel architects in their efforts to launch customer communication initiatives

• Lead Agile teams in developing customer communications software design with an adherence to execution processes, from inception thru design, testing, validation, and launch, with a focus on quality and regulatory standards

• Provide enterprise-wide planning, staffing, and capacity strategies for customer communication initiatives; optimize and standardize features and functionality across the enterprise, with a focus on efficiency and Synchrony growth targets; provide tools and strategies for managing Agile backlog and prioritization, develop consistent and repeated communications related to customer communications delivery

• Ensure all regulatory and compliance requirements for all customer communication platforms; develop and maintain standard processes and operational documentation, with full incorporation of compliance & regulatory requirements; develop, build, and drive process simplicity & innovation efforts to match evolving client, business, and compliance requirements

• Drive channel innovation with team, cross functional stakeholders, and suppliers; investigate and champion pilot strategies for next generation customer communication vehicles; unify and guide receivables platform product strategies 

Qualifications/Requirements:

• Bachelor's Degree or in lieu of degree high school diploma/GED and 10 years’ experience in Marketing Operations, card processing/platform experience

• 7 years’ experience with card platforms, such as Fiserv, First Data, TSYS, etc, and general card service touch points, to include (can be concurrent):

• 5 years’ experience with cross-functional project management driving change and innovation within a large and diverse organization

• 5 years’ experience problem solving and developing a range of solutions to close business gaps

• 5 years’ experience managing technically oriented direct reports and/or self-directed talent

• 3 years’ experience with credit billing regulatory mandates

• Ability to travel as needed (up to 20%)

Desired Characteristics:

• Proven experience in team leadership, business performance, and results

• Proven experience in developing and leading team in testing & validation methodologies

• Strong knowledge of credit card marketing processes

• Ability to translate technical information and simplify complex ideas to stakeholders

• Knowledge of applicable bankcard laws, regulations, and operating instructions

• Experience in planning tools/methodologies: supply chain, inventory, planning, capacity management

• Experience in maintaining customer/client relationships

• Proven organizational/time management skills

• High energy and self-motivated

• PMP, Agile, Scrum certification

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.

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 a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

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.

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

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