Manage my Account Train Leader - Synchrony
Chicago, IL
About the Job
Job Description:
Role Summary/Purpose:
The Manage my Account Train Leader is responsible for driving the execution and evolution of new products, features, and capabilities that improve a customer's experience while managing their account within Synchrony's digital servicing. This role also leads the execution and management of digital servicing communications and the digital collections platform. This position will be directly responsible for strategic and tactical leadership of the Manage my Account journey including long term planning, design, build, launch and client adoption. This position will report to the SVP Digital Servicing Leader.
_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:
+ Provide direct leadership and oversight for the Manage my Account Agile Train execution and serve as lead 'ambassador' for the customer's journey
+ Directly responsible for Agile Release Train duties such as setting Epics, participating in ART ceremonies, project budget, NPI participation and various ART ceremonies
+ Partner with various department liaisons and external sources to translate VOC into a best-in-class online servicing experience for our customers
+ Co-lead, collaborate and coordinate the Agile Train Prioritization Process in partnership with the Manage my Account Product Manager(s) and the Digital First Solution Leadership team; directly lead the PI Planning process
+ Establish, measure and report on key Objectives and Key Results (OKRs) in partnership with the Operations, Technology and Analytics teams
+ Act as the primary interface with the Legal, Regulatory and Compliance organizations to strengthen key process controls and effectively manage defects and issues at ART/program level
+ Partner with the Product Manager(s) and Go to Market team members to drive internal knowledge and external (partner) engagement of new Account Manager capabilities
+ Partner with the CX and UX teams to identify emerging technologies and integrate winning consumer concepts, inclusive of measurement via Addressable Opportunity metrics
+ Partner with Product Manager(s) to provide updates to Steering Committee, client marketing teams, key clients and ELT stand-up meetings
+ Guide, mentor, and develop a team highly motivated and skilled Product Owners
+ Perform other duties and/or special projects as assigned
Qualifications/Requirements:
+ Bachelor's degree or 10 years of Agile work experience
+ Minimum of 7 years of project management experience with demonstrated success managing multiple projects through building / leadership of direct reports in a matrixed environment
+ Experience with Agile software development framework, acting in the Product Manager or Product Owner role
+ Experience working with technical teams and/or guiding the creation and implementation of digital products and platforms
Desired Characteristics:
+ Certified Scaled Agile Framework (SAFe) enterprise leadership professional
+ Experience in the consumer financial services including credit cards and installment loans
+ Track record of creative problem solving and ability to thrive in a cross-functional and virtual environment
+ High energy, self-motivated, with strong communication skills (verbal and written)
Grade/Level: 14
The salary range for this position is 150,000.00 - 250,000.00 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+ (https://www.synchronycareers.com/our-culture/#diversity) , 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
Job Family Group:
Marketing
Role Summary/Purpose:
The Manage my Account Train Leader is responsible for driving the execution and evolution of new products, features, and capabilities that improve a customer's experience while managing their account within Synchrony's digital servicing. This role also leads the execution and management of digital servicing communications and the digital collections platform. This position will be directly responsible for strategic and tactical leadership of the Manage my Account journey including long term planning, design, build, launch and client adoption. This position will report to the SVP Digital Servicing Leader.
_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:
+ Provide direct leadership and oversight for the Manage my Account Agile Train execution and serve as lead 'ambassador' for the customer's journey
+ Directly responsible for Agile Release Train duties such as setting Epics, participating in ART ceremonies, project budget, NPI participation and various ART ceremonies
+ Partner with various department liaisons and external sources to translate VOC into a best-in-class online servicing experience for our customers
+ Co-lead, collaborate and coordinate the Agile Train Prioritization Process in partnership with the Manage my Account Product Manager(s) and the Digital First Solution Leadership team; directly lead the PI Planning process
+ Establish, measure and report on key Objectives and Key Results (OKRs) in partnership with the Operations, Technology and Analytics teams
+ Act as the primary interface with the Legal, Regulatory and Compliance organizations to strengthen key process controls and effectively manage defects and issues at ART/program level
+ Partner with the Product Manager(s) and Go to Market team members to drive internal knowledge and external (partner) engagement of new Account Manager capabilities
+ Partner with the CX and UX teams to identify emerging technologies and integrate winning consumer concepts, inclusive of measurement via Addressable Opportunity metrics
+ Partner with Product Manager(s) to provide updates to Steering Committee, client marketing teams, key clients and ELT stand-up meetings
+ Guide, mentor, and develop a team highly motivated and skilled Product Owners
+ Perform other duties and/or special projects as assigned
Qualifications/Requirements:
+ Bachelor's degree or 10 years of Agile work experience
+ Minimum of 7 years of project management experience with demonstrated success managing multiple projects through building / leadership of direct reports in a matrixed environment
+ Experience with Agile software development framework, acting in the Product Manager or Product Owner role
+ Experience working with technical teams and/or guiding the creation and implementation of digital products and platforms
Desired Characteristics:
+ Certified Scaled Agile Framework (SAFe) enterprise leadership professional
+ Experience in the consumer financial services including credit cards and installment loans
+ Track record of creative problem solving and ability to thrive in a cross-functional and virtual environment
+ High energy, self-motivated, with strong communication skills (verbal and written)
Grade/Level: 14
The salary range for this position is 150,000.00 - 250,000.00 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+ (https://www.synchronycareers.com/our-culture/#diversity) , 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
Job Family Group:
Marketing
Source : Synchrony