VP, Collections Digital & Mail Contact Strategy Leader
Not Disclosed•Full-TimeHybrid
location_onOld Milton Parkway, Alpharetta, Fulton County, Georgia, 30009, 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 critical for 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 and enhance predictive analytics.
Our Way of Working
At Synchrony, we are proud to offer flexibility. 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.
Our Culture and 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.
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.
Application and Accommodation
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.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require a reasonable accommodation to apply for a job or to perform your job, please contact our Career Support Line at 1-866-301-5627 (8am – 5pm Monday to Friday, Central Standard Time). Representatives are available to discuss your specific situation regarding the application process or work procedures.
Work location
Work model: Hybrid
Old Milton Parkway, Alpharetta, Fulton County, Georgia, 30009, United States
Alpharetta, Georgia
Key Responsibilities
- check_circleDevelop collections digital and letter strategies for new client start-ups, conversions, and new products
- check_circleChampion adoption of next-generation communication technologies such as mobile app communications and RCS
- check_circleUtilize generative and agentic AI technologies to advance predictive analytics and personalize customer communications
- check_circlePartner with Compliance and Legal to assess new laws and implement changes to ensure regulatory compliance
- check_circleDrive automation and process excellence initiatives to enhance operational efficiency and optimize collections outcomes
- check_circleAnalyze customer journeys for written communications and implement refinements to drive improved engagement
- check_circleLead development, testing, and rollout of contact strategies for various customer sub-populations
- check_circleLead or co-lead support for regulatory exams, audits, and reviews including explaining policies and strategies
- check_circleEnsure robust governance, processes, and controls are in place to prevent and remediate issues
- check_circleOwn collections contact strategies for digital channels including mobile app, email, text, letters, and statement messages
Requirements
- verifiedBachelor's degree with 8+ years strategy/analytics/credit risk experience or 12+ years without degree
- verified3+ years people management experience
- verifiedAdvanced proficiency in SAS, SQL, Python/R
- verifiedAbility to travel for business
- verifiedMust be 18 years or older
- verifiedHigh school diploma or equivalent
- verifiedLegal authorization to work in the U.S.
- 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 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
A VP, Collections Digital & Mail Contact Strategy Leader at Synchrony is responsible for the following: Develop collections digital and letter strategies for new client start-ups, conversions, and new products; Champion adoption of next-generation communication technologies such as mobile app communications and RCS; Utilize generative and agentic AI technologies to advance predictive analytics and personalize customer communications; and Partner with Compliance and Legal to assess new laws and implement changes to ensure regulatory compliance.
What are the requirements for this VP, Collections Digital & Mail Contact Strategy Leader role?expand_more
To qualify for the VP, Collections Digital & Mail Contact Strategy Leader at Synchrony position, applicants should have: Bachelor's degree with 8+ years strategy/analytics/credit risk experience or 12+ years without degree; 3+ years people management experience; Advanced proficiency in SAS, SQL, Python/R; Ability 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 Old Milton Parkway, Alpharetta, Fulton County, Georgia, 30009, 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.