VP, Collections Digital & Mail Contact Strategy Leader
Not Disclosed•Full-TimeHybrid
location_onStamford Town Center, Stamford, Western Connecticut Planning Region, Connecticut, 06902, United States
About the Role
As the VP of Collections Digital and Letter Contact Strategy, you will lead the development and optimization of data-driven contact strategies for Synchrony's digital channels (mobile app, email, text) and letter communications. This role is pivotal in maximizing collections performance while ensuring strict regulatory compliance and operational risk management. You will oversee a global team of three strategy analysts, leveraging advanced analytics and deep domain expertise to drive superior business outcomes across secured and unsecured consumer portfolios.
The position sits at the intersection of strategy, technology, and customer experience. You will partner closely with Collections & Recovery Strategy, Operations, IT, Finance, and second-line defense teams (including Legal, Compliance, and Fair Lending) to deliver top-tier results. Your day-to-day involves mapping customer journeys for written communications, championing next-generation technologies like RCS and "Text to Pay," and utilizing generative AI to personalize customer interactions and enhance predictive analytics.
Our Way of Working
At Synchrony, we are proud to offer flexibility. Our work model allows you 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.
Our Culture and Commitment
When you join us, you become part of an inclusive culture where your individual skills, experience, and voice are not only heard but valued. Together, we are building a future where everyone can belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), creating a safe space where community and passion intersect to foster learning and growth.
We are an award-winning organization committed to diversity and inclusion. 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.
Application and Hiring Process
To apply, please submit your resume and relevant experience. We ensure all qualified applicants receive consideration for employment. If you require a reasonable accommodation to apply for a job or to perform your job due to a disability, please contact our Career Support Line at 1-866-301-5627 (8am – 5pm Monday to Friday, Central Standard Time). We can discuss your specific situation and provide necessary support, such as alternate format documents or specialized equipment.
Please note that legal authorization to work in the U.S. is required for this position, and we will not sponsor individuals for employment visas.
Work location
Work model: Hybrid
Stamford Town Center, Stamford, Western Connecticut Planning Region, Connecticut, 06902, United States
Stamford, Connecticut
Key Responsibilities
- check_circleDrive the adoption of next-generation communication technologies such as RCS and Text to Pay
- check_circleUtilize generative and agentic AI technologies to advance predictive analytics and personalize communications
- check_circleDrive automation and process excellence initiatives to enhance operational efficiency and collections outcomes
- check_circleOwn and develop collections contact strategies for digital channels including mobile app, email, text, and letters
- check_circleLead the development, testing, and rollout of contact strategies for various customer sub-populations
- check_circleAnalyze customer journeys for written communications and implement refinements to improve engagement
- check_circlePartner with Compliance and Legal to assess regulatory gaps and implement necessary changes
- check_circleLead or co-lead support for regulatory exams, audits, and reviews regarding policies and strategies
Requirements
- verifiedBachelor's degree with 8+ years strategy/analytics/credit risk experience (or 12+ years without degree)
- verified3+ years direct people management experience
- verifiedAdvanced proficiency with SAS, SQL, Python/R
- verifiedAbility and flexibility to travel for business
- verifiedMust be 18 years or older
- verifiedHigh school diploma or equivalent
- verifiedLegal authorization to work in the U.S. (no visa sponsorship)
- verifiedMust satisfy Section 19 of the Federal Deposit Insurance Act
Nice to Have
Master's degree in business administration or a quantitative field. Experience in collections and/or recovery strategy within the consumer lending industry, ideally in credit cards. Experience developing collections contact strategies including email creatives, text messages, letters, and/or statement messages. Experience managing geographically dispersed teams, including offshore employees. Experience interacting with regulators, auditors, and second line of defense teams.
Benefits & Perks
check_circleFlexible work options including remote work near hubs or office attendance
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Skills, education and keywords
Skills: Sas, SQL, Python, R, Microsoft Office, Word, Excel, Powerpoint, Outlook, Generative Ai.
Education: Bachelor's degree required with 8+ years experience, or 12+ years without degree; Master's degree in Business administration or quantitative field preferred; High school diploma or equivalent required for eligibility.
Frequently asked questions about VP, Collections Digital & Mail Contact Strategy Leader at Synchrony
What does a VP, Collections Digital & Mail Contact Strategy Leader at Synchrony do?expand_more
In this VP, Collections Digital & Mail Contact Strategy Leader at Synchrony role, you will drive the adoption of next-generation communication technologies such as rcs and text to pay; utilize generative and agentic ai technologies to advance predictive analytics and personalize communications; drive automation and process excellence initiatives to enhance operational efficiency and collections outcomes; and own and develop collections contact strategies for digital channels including mobile app, email, text, and letters.
What are the requirements for this VP, Collections Digital & Mail Contact Strategy Leader role?expand_more
Synchrony is looking for candidates who meet the following requirements: Bachelor's degree with 8+ years strategy/analytics/credit risk experience (or 12+ years without degree); 3+ years direct people management experience; Advanced proficiency with SAS, SQL, Python/R; Ability and flexibility to travel for business; Must be 18 years or older; and High school diploma or equivalent.
Where is the VP, Collections Digital & Mail Contact Strategy Leader role at Synchrony located?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony is based in Stamford Town Center, Stamford, Western Connecticut Planning Region, Connecticut, 06902, United States. This is a hybrid role.
Is this VP, Collections Digital & Mail Contact Strategy Leader job remote, hybrid, or on-site?expand_more
Synchrony has listed this VP, Collections Digital & Mail Contact Strategy Leader role as hybrid.
How much experience is required for this VP, Collections Digital & Mail Contact Strategy Leader role?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony typically requires 8+ years of relevant experience at the executive level.
What skills do you need for the VP, Collections Digital & Mail Contact Strategy Leader role at Synchrony?expand_more
Key skills for VP, Collections Digital & Mail Contact Strategy Leader at Synchrony include Sas; SQL; Python; R; Microsoft Office; Word; Excel; and Powerpoint.
What education is required for VP, Collections Digital & Mail Contact Strategy Leader at Synchrony?expand_more
Educational requirements for this role: Bachelor's degree required with 8+ years experience, or 12+ years without degree; Master's degree in Business administration or quantitative field preferred; and High school diploma or equivalent required for eligibility.
What category does the VP, Collections Digital & Mail Contact Strategy Leader role belong to?expand_more
VP, Collections Digital & Mail Contact Strategy Leader at Synchrony is part of the accounting & finance job category on Recrutus.