VP - Product Management and Merchant Experience

Job Description:

Role Summary/Purpose:

We are looking for an experienced Product Manager to lead the strategy, backlog, development and ongoing support and improvements for our Synchrony point of sale solutions serving retail clients, primarily Business Center (an online POS portal). This role will lead a team focused on creating a platform strategy and roadmap covering all aspects of the retail merchant experience. This experience is inclusive of, but not limited to, enrollment, training and certification, application processing, transactions and refunds, promotion management and reporting. The role will be critical to managing an evolving and more complex suite of financial products (credit cards, installment loans and leases), and a more dynamic set of engagement modalities (merchant initiated, consumer initiated and hybrid models).

This role will be responsible for establishing and maintaining an intake process and associated backlog for internal and external functionality and capability requests. Balancing the prioritization of known requests and a high level product roadmap will be critical to the success of the established point of sale systems. This role will be important in growing our financial products outside of our primary private label credit card business. In addition, it will be tasked with partnering closely with our Health & Wellness product teams to align independent point of sale strategies for closer alignment, better resource utilization and quicker delivery of features and capabilities to market.

This job will work closely with clients, senior management and portfolio General Managers, field sales, agile development teams and internal stakeholders from all functions of the company. An ideal candidate is comfortable collaborating with different functions, solutioning to find creative answers to problems, and adept at imagining customer and user experiences. This role requires a bold, proven leader with the ability to drive growth and change across large organizations. This role will require ideating on what is, and what could be and then communicating that vision broadly across the organization.

This position is remote, where you have the option to work from home. On occasion we may request for you to commute to our nearest office for in person engagement activities such as team meetings, training and culture events. To ensure the safety of our colleagues and communities, we require employees who come together in-person to be fully vaccinated. We're proud to offer you choice and flexibility.

Essential Responsibilities:

• Own the digital merchant experience and work to design and build the primary merchant platform(s) to facilitate and enable management of the merchant/SYF relationship
• Define and deliver the product vision, strategy and roadmap for all Point of Sale channels utilized by our merchant base, primarily Business Center
• Coordinate the retail merchant product roadmap with the Health & Wellness provider product roadmap to gain efficiencies where applicable, enabling greater features and capabilities, reduced time to market and a more manageable product stack
• Work directly with Product Marketing, IT, Analytics, Sales and other business stakeholders to improve the merchant experience through our digital channels
• Deeply understand the customer journeys and internal workflows to identify new or more optimal opportunities for engagement
• Active management and communication of product roadmaps and actively worked and initially planned future backlogs
• Voice of customer feedback processes to collect and incorporate feedback and recommendations from clients and users
• Regular updates to senior leadership and executive project stakeholders
• Establish dashboards and metrics to communicate progress and channel performance
• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's Degree. In lieu of a degree, HS Diploma/GED and 10+ years Marketing experience
• Minimum of 8 years Product Marketing or Product Management experience to include:
  
  • Proven project or program management experience in cross functional environment
  • Knowledge of journey mapping and customer profiling
  • Familiarity working in a SAFe Agile environment
  • Demonstrated influencing skills with Sr Leaders and cross functionally
• Travel may be required up to 20%

Desired Characteristics:

• Sales or Marketing experience in credit card networks, financial services, or healthcare industry
• Experience with ownership or management of Point of Sale(POS) software
• Demonstrated thought leadership coupled with strong communication skills and ability to help teams connect the dots on new ideas, processes and strategy
• Ability to leverage technology to create new processes and drive efficiency gains
• Proven track record of delivering results; must be process and detail oriented, capable of handling large workloads through multi-tasking
• Demonstrated strategic, analytical and problem-solving skills
• Excellent influencing and relationship-building skills at multiple levels of organization

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 24 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).

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 and 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 race, color, religion, sex, 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.

The salary range for this position is 115,000.00 - 230,000.00 USD Annual

Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.

Grade/Level: 14

Job Family Group:

Marketing