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 driving superior business outcomes by leveraging advanced analytics, statistical methods, and deep domain expertise to maximize collections performance while ensuring strict regulatory compliance and operational risk management.

You will oversee a global team of three strategy analysts and partner closely with Collections & Recovery Strategy, Operations, Growth, IT, Finance, and second-line defense teams (including Legal, Compliance, and Fair Lending). Your mission is to deliver top-tier results through rigorous analytics and cross-functional collaboration, ensuring that strategies remain agile and aligned with evolving customer behaviors and business goals.

Day in the Life

Your work will focus on the end-to-end ownership of collections contact strategies for secured and unsecured consumer revolving and installment portfolios. You will lead the development, testing, and rollout of strategies for diverse customer sub-populations, managing the business case, approvals, and implementation with Operations and IT.

A significant portion of your time will be dedicated to mapping and refining the customer journey for written communications. You will champion the adoption of next-generation technologies, such as mobile app communications, push notifications, and RCS ("SMS 2.0"), while exploring opportunities like Text to Pay. You will also drive process excellence and automation initiatives to enhance operational efficiency and customer engagement.

In an era of rapid technological change, you will utilize generative and agentic AI to advance predictive analytics and personalize customer communications. You will also lead support for regulatory exams and audits, ensuring robust governance and controls are in place to prevent, detect, and remediate issues.

Our Culture and Commitment

At Synchrony, we are proud to offer a flexible work environment. 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 for in-person engagement activities, such as regular business or team meetings, training, and culture events.

We are committed to building 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 to learn and grow.

We ensure 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 are an award-winning culture dedicated to diversity and inclusion.

Hiring Process and Application

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 will not sponsor individuals for employment visas for this role).

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 are committed to providing reasonable accommodations to qualified individuals with disabilities.