VP, Collections Digital & Mail Contact Strategy Leader
Not Disclosed•Full-TimeHybrid
location_onArcade Coney's, 215, Tuscarawas Street West, Downtown Canton, Canton, Stark County, Ohio, 44702, United States
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 and letter channels. This role sits at the intersection of advanced analytics, statistical modeling, and deep domain expertise in consumer lending. You will oversee a global team of strategy analysts, driving superior business outcomes while ensuring strict regulatory compliance and operational risk management.
Your day-to-day involves collaborating closely with Collections & Recovery Strategy, Operations, IT, Finance, and second-line defense teams (including Legal, Compliance, and Fair Lending). You will champion the adoption of next-generation communication technologies, such as mobile app notifications and RCS, while leveraging generative and agentic AI to personalize customer communications and enhance predictive analytics. The role requires a strategic mindset to map customer journeys, refine written communications, and implement automation initiatives that improve both operational efficiency and the customer experience.
At Synchrony, we are building a future where everyone can belong, connect, and turn ideals into action. We foster an inclusive culture where individual skills, experience, and voices are not only heard but valued. More than 50% of our workforce participates in Employee Resource Groups (ERGs), creating a safe space for community, passion, and growth.
We are proud of our award-winning culture and ensure that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
We offer flexibility to support your work-life balance. Our way of working 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.
To apply, please ensure you meet the eligibility requirements, including being 18 years or older, having a high school diploma or equivalent, and possessing legal authorization to work in the U.S. (Note: We do not sponsor individuals for employment visas for this role).
If you require a reasonable accommodation to apply for this job or to perform your duties, please contact our Career Support Line at 1-866-301-5627 (8am – 5pm CST, Monday to Friday). Representatives are available to discuss your specific situation regarding the application process or work procedures.
Work model: Hybrid
Arcade Coney's, 215, Tuscarawas Street West, Downtown Canton, Canton, Stark County, Ohio, 44702, United States
Canton, Ohio
Master's degree in Business administration or quantitative field. Collections and/or Recovery strategy experience in consumer lending (ideally credit card) industry. 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.
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Skills: Sas, SQL, Python, R, Microsoft Office, Word, Excel, Powerpoint, Outlook, Generative Ai.
Education: Bachelor's degree or 12+ years of equivalent experience; Master's degree preferred; High school diploma or equivalent required for eligibility.