AVP, Change Management

Role Summary/Purpose:

The AVP, Change Management will lead release management and change governance for our Recovery platform, with a strong emphasis on Debt Manager. This role is accountable for planning and delivering monthly releases, ensuring end-to-end readiness (requirements, testing sign-off, cutover planning, and stakeholder communications), and coordinating dependencies across Agile teams and shared platforms. The AVP will partner closely with business and technology leaders to drive high-quality delivery and stable production outcomes. 

Essential Responsibilities:

• Lead monthly Recovery system releases, maintaining release calendars, scope alignment, readiness checkpoints, and promotion criteria. 

• Ensure QA/UAT completion and formal sign-offs prior to production promotion; facilitate go/no-go readiness discussions and post-release validation. 

• Coordinate with other Agile Release Trains (ARTs) and platform teams to manage dependencies, sequencing, and shared build impacts, including PI planning prioritization. 

• Partner with Product Owners, IT Project Managers, Scrum Masters, and Build/Run leaders to manage enhancements, defects, and technical debt tracked in JIRA. 

• Support backlog refinement and delivery execution by clarifying requirements, strengthening acceptance criteria, identifying risks, and escalating blockers. 

• Drive continuous improvement in intake, release, and change processes to improve throughput and reduce delivery risk. 

• Provide guidance on Debt Manager configuration, integration/interface design, and solutioning for complex Recovery needs. 

• Advise on system impacts related to Fit Logic Advisor rules, security roles/privileges, and supplier management for inbound/outbound file processing and configuration. 

• Partner with technology teams to identify requirements/design gaps and recommend solutions for integration-focused work. 

• Collaborate with QA/UAT teams to ensure testing strategy, coverage, and defect triage support release quality and operational readiness. 

• Support business readiness by providing input on job aids, training materials, and release communications to enable smooth adoption. 

• Participate in Process Owner forums as an SME; identify process gaps and recommend mitigations/enhancements to support Recovery performance (including reducing stagnant inventory). 

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• 5+ years of experience in financial services (credit/servicing/collections/recovery preferred). 

• 5+ years in roles involving technology delivery, business systems, data analysis, reporting, or process optimization. 

• 3+ years of experience with requirements definition and translating business needs into delivery scope. 

• 3+ years hands-on experience with one or more: SQL, ETL tools, SAS Studio, or similar data/query tools. 

• Proficiency with Microsoft Office (Excel, PowerPoint, Visio, Word). 

• Ability and flexibility to travel for business as required

Desired Characteristics:

• 3+ years of project/release management experience in a technology environment (Agile preferred). 

• Bachelor’s degree or equivalent experience. 

• Debt Manager experience (strongly preferred), including release impacts, configuration, and integration/interface considerations. 

• Experience supporting Collections/Recovery operations and understanding operational impacts of system change. 

• Familiarity with Rules Engines, roles/privileges, and inbound/outbound file processing concepts. 

• Experience working with JIRA and Agile practices (PI planning, dependency management, release trains). 

• Exposure to FD, GECOM, Vision Plus, Wausau, Fiserv applications. 

• SharePoint experience. 

Grade/Level: 11

The salary range for this position is 90,000.00 - 155,000.00 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.

Our Way of Working:

We’re proud to offer you 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. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events. 

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

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 an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

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. We’re proud to have an award-winning culture for all. 

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: