VP, Speech Product Owner

Role Summary/Purpose: 

The VP Speech Product Owner will lead a ~30 person organization and will be responsible and accountable for setting the strategic roadmap for the Speech product capabilities at Synchrony. This includes establishing the framework for the Speech product, determining the right solution / vendor strategy, formulating the right control framework, establishing industry leading metrics and supporting dependent business units such as the Complaints Program with Speech data and analytics. This role will also partner cross functionally to drive enterprise-wide initiatives aimed at improving business processes and the overall customer experience. 

 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: 

• Act as the L3 process owner for the Speech Product including but not limited to the management and ownership of RAQ, PRC, PRCSA etc. and other such related governance routines. Over a period of time, this leader may determine the need for additional governance routines and may set up additional L3 processes related to Speech. 

• Develop, design, formulate and implement, the framework for Speech as a capability at SYF. 

• Responsible for Speech product supplier governance, reviews, and optimization strategies commensurate to supplier(s) capabilities  

• Leadership, governance and oversight of a team of professionals focused on program run capabilities, including supplier dependent actions such as validation and tuning with emphasis on decision accuracy, precision and false negative rates 

• Engage with Growth Analytics, Complaints Operations Leader and Complaints Product Owner to formalize use case of product capabilities, enhance oversight, analytics and reporting to ensure the Identification, Tagging, and Reporting on complaints is adequate. Expanding to use cases outside of Complaints as required. 

• Demonstrated success with ability to understand broader technology eco-system, leverage Speech and integration nodes with enabling or emerging contact center technologies.   

• Determine optimal product strategy, evaluate existing vendor and capabilities, use data and analytics to help ascertain go-forward product strategy. 

• Engage cross functionally to gather development and tuning requirements for Speech analytics, for both Text and Voice components 

• Leverage tools and capabilities that in real time can adjust standard queries to enhance targeted monitoring post product or strategy implementation. 

• Establish success benchmarks including evaluating current KPI and KRI, reviewing industry standards, enhancing, improving or furthering Objectives and Key Results. 

• Effective partnership across functions and LOD including Risk Testing, Compliance and Operational Risk and Audit to resolve gaps, incidents and strengthen our oversight and program governance. 

• Participate in key discussions understanding the developments in this Vertical and translate Use cases into stories which further can be broken based on PI and Sprints 

• Partner across product managers, project teams, subject matter experts, project sponsors, and champions to identify appropriate Speech solutions, risk assessment, defining controls, and reporting needs to ensure success. Partnering also extends to TechOps SLT, IT, the business/2nd Line/Process Governance, Legal and Sourcing for acceptable solutions. 

• Communicate to SLT, critical stakeholders, steering committees and project sponsors on team’s progress, key metrics, and progress against plan 

• Oversee and manage the creation and execution of project plans, risks/issues assessments, effective project change control 

• Oversee and ensure compliance with model and non-model governance requirements for the full lifecycle of applicable tools.  

• Lead all internal or external engagements related to the Speech program 

• Perform other duties and/or special projects as assigned 

Qualifications/Requirements: 

• Bachelor's Degree with 10+ years of experience, Financial Services preferred OR in lieu of degree, High School Diploma/GED, and 15+ years of experience, Financial Services preferred 

• 5+ years of Project Management experience, including leading a project team of at least 10+ people in a cross-functional project/program from initiation through to implementation  

• 2+ years of Product Supplier Integration experience, including process optimization and a proven track record of managing and developing relationships with key suppliers to ensure alignment with corporate objectives and project/program standards.  

• Experience in Operations and/or customer facing processes and/or functions to help champion the customer experience and change management initiatives  

• Experience with integration platforms and/or tools to help ensure seamless communication between systems 

Desired Characteristics: 

• Prior Speech Product Owner experience or Technology and Operations system experience

• Strong financial and/or analytical skills with a proven strength for being detailed oriented 

• Demonstrated experience managing, leading and influencing large cross functional teams in different locations across a matrixed organization. 

• Experience working with IT and business functions to deliver technology solutions 

• Significant knowledge and experience with financial services products and processes 

• Demonstrated experience building and maintaining strong relationships at multiple levels of an organization 

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.