VP, Collections Digital & Mail Contact Strategy Leader

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 statistical methods to drive superior business outcomes across secured and unsecured consumer portfolios.

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) 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. You will be responsible for the end-to-end lifecycle of contact strategies, from developing business cases and obtaining approvals to implementing controls and monitoring performance.

Our Culture and Commitment

At Synchrony, we are building a future where everyone belongs, connects, and turns 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 our 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 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 (virtual or physical) for in-person engagement activities, such as regular business or team meetings, training, and culture events.

Application and Hiring Process

To apply, please submit your resume and cover letter through our careers portal. We require legal authorization to work in the U.S. for this position and will not sponsor individuals for employment visas.

Our hiring process is designed to be thorough and respectful of your time. Selected candidates will undergo a background investigation, drug test, and fingerprinting as part of the onboarding process. We also ensure compliance with Section 19 of the Federal Deposit Insurance Act.

If you require a reasonable accommodation to apply for a job or to perform your job duties, please contact our Career Support Line at 1-866-301-5627 (Monday to Friday, 8am – 5pm CST). We are committed to providing accommodations such as alternate document formats, sign language interpreters, or specialized equipment to ensure an accessible application process.