• Job Description

  Req#: 2400597

  Job Description:

  Role Summary/ Purpose :

  The VP, Venmo Digital Product/CX Leader is an important leadership role on our Venmo Credit Card program. You will be responsible for leading our Product Roadmap and VOC processes, in close partnership with Venmo’s Product team, to prioritize and deliver new products and features that meet the needs of our cardholders, program, and partner. We are looking for someone who is passionate about the customer, deeply curious, detailed oriented, and has excellent problem-solving skills. To be successful in this role, you will need to have the ability to understand and translate complex technical needs into business requirements, thoughtfully develop and manage testing plans to ensure successful product launches, and to develop and execute on a strategic vision for our products. This position reports to the Digital Products/CX Leader of the PayPal-Synchrony partnership.

  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. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

  Essential Responsibilities :

  • Assume role as “Voice of the Product”, translating deep knowledge of our Venmo Credit Card product, cardholders, and industry trends into actionable product vision

  • Lead the product roadmap process to ensure we’re prioritizing new products and features that meet the needs of our cardholders, program, and partner

  • Lead product development process, including business requirements, finalizing wing-to-wing customer experience, and end-to-end testing efforts

  • Lead our Voice-of-Customer efforts, including development of Customer Journey Maps, ownership of VOC Council agenda/vision, and cardholder feedback analysis

  • Provide leadership, mentorship, and coaching to AVP, Venmo Product/CX manager who will help support Product & CX needs

  • Monitor and measure product metrics and KPIs to determine post-launch success and/or necessary enhancements

  • Develop a strong partnership with Venmo’s Product and Customer Experience teams, as well as our internal Venmo Leadership team

  • Lead Product/CX discussions with Venmo, SYF client team, and executive leadership team

  • Perform other duties and/or special project, as assigned

  
  Qualifications/Requirements :

  • Bachelor's Degree or, in lieu of a degree, a high school diploma and 11+ years of marketing experience in the credit card or financial services industries.

  • 7+ years of Product/CX experience, with critical experiences in:

    • Prioritizing product roadmaps and owning backlog process

    • Leading the product development process from concept to launch, including business requirements development and end-to-end testing efforts

    • Leading product launch efforts, including post-launch validation, monitoring, and analysis of new products/features

    • Experience in analyzing customer feedback and translating into actionable insights/opportunities

    • Successful history supporting partner relationships

    • Demonstrated ability managing complex, technical projects in a matrixed, high speed, and quickly changing business environment

  • Ability to travel up to 15%

  Desired Characteristics :

  • Direct product management experience

  • Solid understanding of financial services, payments industry trends, competitors, emerging technologies and companies

  • Demonstrated strong quality/process improvement experience, with relevant examples that improved business performance and customer experience

  • Ability to execute at a high level with a sense of urgency

  • Advanced problem-solving skills with the ability to develop innovative solutions in a fast-changing environment

  • Proactive, self-starter with a high degree of self-initiation

  • Outstanding communication, presentation, influencing, and collaboration skills

  • Strong analytical skills

  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

  Job Family Group:

  Marketing

• About the company

  Synchrony Financial is a consumer financial services company headquartered in Stamford, Connecticut, United States.

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