AVP, Provider Training

Role Summary/Purpose:

This role leads a virtual team of Provider Training Specialists responsible for engaging healthcare providers through outbound outreach to drive onboarding required training completion, early activation, and ongoing education on CareCredit financing solutions, products, tools, and platforms. The leader is accountable for team performance, quality assurance, and adherence to key metrics, while also owning strategic initiatives to optimize the provider training journey end-to-end through process standardization, cross-functional partnership, and continuous improvement. Success in this role requires strong operational vision and disciplined execution—translating strategy into scalable processes, measurable outcomes, and consistent team delivery.

Essential Responsibilities (Execution + Strategic Leadership):

Team Leadership & Provider Engagement

• Lead and develop a virtual team to deliver a superior, professional provider experience through outbound engagement.

• Drive daily and monthly productivity, adherence, and performance against key quality and operational metrics.

• Coach specialists to deliver authentic, needs-based interactions that emphasize CareCredit value and improve provider engagement.

• Ensure associates document interactions accurately in SFDC and share best practices to improve right-party contact and engagement.

• Maintain ongoing specialist readiness through education on program updates, products, and market changes.

Provider Training & Adoption Outcomes

• Engage newly enrolled providers (via Salesforce training cases) to influence certification completion and successful program adoption.

• Deliver refresh training and education to existing provider offices to improve understanding and usage of the CareCredit program.

• Educate providers on new product introductions and support adoption and integration into office workflows.

• Identify opportunities to route engaged providers to Sales partners to support growth.

Performance Management, Reporting & Insights

• Own performance reporting and analysis, using data to connect team activity to certification completion, training outcomes, and adoption.

• Develop insights and action plans to improve conversion, engagement, and training effectiveness; monitor progress through metrics.

Business Optimization & Program Leadership

• Operational Vision & Execution: Demonstrated ability to define an operational end-state, translate strategy into actionable workflows, and execute with rigor—driving adoption, performance outcomes, and continuous improvement through clear governance, metrics, and accountability.

• Plan, execute, and manage pilot programs from initiation through post-launch evaluation, ensuring stakeholder alignment, operational readiness, clean handoffs, and measurable outcomes.

• Establish and facilitate recurring operating cadences (e.g., bi-weekly) with stakeholders to review results, align priorities, and drive continuous improvement through action plans and follow-ups.

• Develop playbooks for emerging channels/partner types (e.g., Integrated Solution Vendors, Pay Monthly, MSF, including workflows, readiness criteria, governance, and engagement models.

• Create, document, and standardize team processes to streamline execution and ensure consistent quality; maintain a centralized SharePoint repository as a “one-stop shop” for Provider Training Specialists.

• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• Bachelor’s Degree or 3+ years of experience in a financial services, collections, operations or customer service environment.

• Min 1-year experience with SalesForce.com

• Minimum of 3 years of leadership experience

• Minimum 1 year of direct people management experience 

• Ability to drive results – established track record driving results across multiple initiatives simultaneously with productivity

• Excellent verbal/written communication skills

• Strong teamwork & conflict/problem resolution sills

• The required availability hours for this role are Monday – Friday 6am – 4:30pm AZ time with the willingness to work a flexible schedule 

• Ability and flexibility to travel for business as required

• Bachelor’s degree or equivalent experience in a similar role.

• Excellent PC skills, with Advanced Excel Expertise - including report writing and cell functions as formulas, sorting and grouping, pivot tables.

• Knowledge of CareCredit products

• Ability to drive results – established track record driving results across multiple initiatives simultaneously with productivity

• Excellent verbal/written communication skills

• Strong teamwork & conflict/problem resolution skills

• Desire to learn & adapt in a fast paced, advocate of change, demonstrate flexibility – ability to lead and influence others to the same

• Excellent interpersonal, influencing and presentation skills

• Proven ability to work effectively across multiple functions and levels of management

• Self-motivated, ability to perform & make decisions with minimum supervision

• Prior experience in a training role/environment

Grade/Level: 10

The salary range for this position is 75,000.00 - 130,000.00 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: