VP, Collections Digital & Mail Contact Strategy Leader
Not Disclosed•Full-TimeHybrid
location_on263, East Central Boulevard, South Eola, Orlando, Orange County, Florida, 32801, United States
About the Role
The VP, Collections Digital and Letter Contact Strategy leads the development 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, driving superior business outcomes through rigorous analytics and cross-functional partnership.
In this position, you will partner closely with Collections & Recovery Strategy, Operations, IT, Finance, and second-line defense teams (including Legal, Compliance, and Fair Lending). Your day-to-day involves mapping customer journeys for written communications, championing next-generation technologies like RCS and "Text to Pay," and leveraging generative AI to personalize customer interactions. You will be responsible for the full lifecycle of strategy development, from business case creation and testing to implementation and robust monitoring.
Our Culture & Commitment
At Synchrony, we are building a future where everyone can belong, connect, and turn ideals into action. We pride ourselves on an inclusive culture where individual skills, experience, and voices are not only heard but valued. More than 50% of our workforce is engaged in Employee Resource Groups (ERGs), creating a safe space for community 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.
Our Way of Working
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 (virtual or physical) for in-person engagement activities, such as regular business or team meetings, training, and culture events.
Application & Hiring Process
To apply, please submit your resume through our career portal. 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 duties due to a disability, 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 alternate formats, sign language interpreters, or specialized equipment.
Legal authorization to work in the U.S. is required for this position. We will not sponsor individuals for employment visas, now or in the future.
Work location
Work model: Hybrid
263, East Central Boulevard, South Eola, Orlando, Orange County, Florida, 32801, United States
Orlando, Florida
Key Responsibilities
- check_circleManage global team of strategy analysts to drive superior business outcomes
- check_circleUtilize generative AI to advance predictive analytics and personalize customer communications
- check_circleLead development and optimization of collections contact strategies for digital and letter channels
- check_circleAnalyze customer journeys and develop new creatives to improve engagement
- check_circlePartner with Compliance and Legal to ensure regulatory adherence and implement necessary changes
- check_circleChampion adoption of next-generation communication technologies like mobile app and RCS
- check_circleLead support for regulatory exams, audits, and reviews regarding policies and strategies
- check_circleOversee testing, rollout, and monitoring of contact strategies for diverse customer sub-populations
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.
- verifiedMust be able to 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.
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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 or 12+ years of equivalent experience; Master's degree preferred.
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
Day-to-day, the VP, Collections Digital & Mail Contact Strategy Leader at Synchrony will manage global team of strategy analysts to drive superior business outcomes; utilize generative ai to advance predictive analytics and personalize customer communications; lead development and optimization of collections contact strategies for digital and letter channels; and analyze customer journeys and develop new creatives to improve engagement.
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 263, East Central Boulevard, South Eola, Orlando, Orange County, Florida, 32801, 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 or 12+ years of equivalent experience; and Master's degree preferred.
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.