SVP, Contact Center Modernization

Job description

Role Summary/Purpose: As the SVP, Contact Center Modernization , you will oversee and be accountable for Synchrony’s Contact Center Modernization (CCM) strategy, roadmap, delivery, and value realization . CCM will leverage Contact Center as a Service (CCaaS) to drive the transformation of legacy call center technologies and processes to a modern cloud-based contact center platform with unified customer journey context. This initiative enables customer engagement, automation, and seamless omnichannel servicing across digital, voice, chat, and messaging channels. You will serve as the executive program leader and will be expected to lead with a consumer-first mindset to deliver standout customer experiences with focus on NPS while enhancing frontline associate experiences. In addition to improving customer outcomes, CCM is equally focused on elevating the frontline employee experience—reducing friction, modernizing tools, and simplifying operational processes—so frontline associates can focus on the work that matters most: confidently and efficiently servicing the customer to the best of their ability. This leader will ensure modernization is not “technology for technology’s sake,” b...