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Synchrony VP, PayPal Digital Product and Customer Experience - Servicing in TIMONIUM, Maryland

Job Description:

Role Summary/Purpose:

Reporting to the Digital Products and CX leader of the PayPal-Synchrony partnership, the Digital Product VP is responsible enhancing the servicing customer experience for PayPal Credit, PayPal Cobrand and eBay cardholders. This leader will engage with PayPal and eBay’s Product and UX teams, understand and improve the customer journey partnering with internal Synchrony technology and agile development teams. This position requires close partnership with internal Synchrony teams as well as PayPal & eBay’s product and technology teams.

Essential Responsibilities :

  • Collaborate with PayPal and eBay’s product team to drive innovation and deliver enhanced user experiences

  • Assume the role of business-product owner and lead the cross functional agile teams in the delivery of new and enhanced functionality

  • Lead a group of Product, UX and Cross-functional team members to deliver API hosted servicing experience for the new PayPal Cobrand product

  • Partner with the Synchrony Client and COE Product and Digital teams, capture product enhancement opportunities, help prioritize the product roadmaps and lead the project development

  • Work with business stakeholders to quickly resolve business design and delivery issues and support/drive escalations where required

  • Monitor and measure product metrics and KPIs to define product success and prioritize future capabilities

  • Lead VOC for PayPal digital products for e2e customer experience journeys

  • Acquire an in-depth understanding of the PayPal business while developing a documented fact-base on various facets of the business, e.g., products, channels, marketing tactics, etc.

  • Perform other duties and/or special projects as assigned

Location: This position is a remote location within 65 miles of a Synchrony Hub. Preferred remote location is in San Francisco, Alpharetta, Charlotte, Stamford, or Chicago.

Qualifications/Requirements :

  • Bachelor's Degree or, in lieu of a degree, a high school diploma and 10 years of product management experience in the credit card or financial services industries plus:

  • 7+ years of Product management experience with critical experiences in amongst others: product development, CX experience, channel management, and strategic planning and analysis

  • 5+ years of digital technology experience, preferably in credit card or financial services to include:

  • Experience working with technical teams within the IT/Agile framework

  • Ability to travel 20% one it is deemed safe.

Desired Characteristics :

  • Strong leadership capability and presence

  • Exceptional relationship building and client leadership abilities

  • Direct product management experience in the financial services industry

  • Demonstrated experience in delivering commercially successful customer solutions into the market

  • Strong analytical skills

  • Excellent oral and written communication skills

  • Ability to work cross-functionally and in a small team environment

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 have at least a “consistently meets expectations” performance rating 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 requirement).

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.

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 85,000.00 - 170,000.00 USD Annual

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

Grade/Level: 12

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