Synchrony
VP, Intelligent Virtual Assistant (IVA) Product Manager
This job is now closed
Job Description
- Req#: 2303181
Join our team at Synchrony and experience the benefits of being part of a dynamic and inclusive company. As the VP, Intelligent Virtual Assistant (IVA) Product Manager, you will play a crucial role in enhancing our customer service experience through our IVA platform. Collaborating with key stakeholders and utilizing data-driven insights, you will shape our IVA strategy and drive exceptional customer service. This is an opportunity to make a significant impact and be at the forefront of innovation in the financial services industry.
Key Responsibilities:
- Collaborate with Strategy & Transformation, Digital, and Technology leadership teams to enhance customer service in the IVA through data-driven analysis.
- Develop a cohesive IVA strategy across all messaging capabilities, including eChat and asynchronous messaging.
- Lead industry benchmarking on IVA capabilities and stay informed about key trends.
- Drive KPI reporting to provide actionable insights for exceptional customer service.
- Own customer experience and prioritize product features and roadmap for IVA, working closely with key partners.
Qualifications:
- Bachelor’s Degree and 7+ years of relevant work experience in Operations, Technology, or other self-service digital capabilities.
- Demonstrated experience in AI, Chatbot, and Automation capabilities.
- Project and/or Product management experience managing multiple programs/projects simultaneously.
- Leadership experience, including working with cross-functional business partners and senior leadership.
- Experience working with technical teams to create and implement digital products and platforms.
- Proficient in Scaled Agile Framework (SAFe) and the use of MS Office products.
- Willingness to travel up to 25%.
Desired Characteristics:
- Experience working with technical teams and guiding the creation and implementation of self-service products and platforms.
- Certified SAFe professional.
- Experience in Financial Services, Hospitality Services, or other customer-centric industries.
- Knowledge of AI and machine learning techniques to build generative AI solutions.
- Strong quantitative skills and ability to present data-driven recommendations.
Additional Information:
- This position is eligible for an annual bonus based on individual and company performance.
- Actual compensation offered within the salary range will be based on experience and skill level.
- Legal authorization to work in the U.S. is required.
- Reasonable accommodations can be provided for individuals with disabilities. Please contact our Career Support Line for assistance.
Job Family Group: Contact Center OperationsAbout the company
Synchrony Financial is a consumer financial services company headquartered in Stamford, Connecticut, United States.
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.