VP, Collections Digital & Mail Contact Strategy Leader
Not Disclosed•Full-TimeHybrid
location_onNYU Paulson Center, 181, Mercer Street, University Village, Manhattan, New York County, New York, 10012, 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 across secured and unsecured consumer portfolios while ensuring strict adherence to regulatory compliance and operational risk management.
You will oversee a global team of three strategy analysts, leveraging statistical methods and advanced analytics to drive superior business outcomes. The position requires a deep partnership with Collections & Recovery Strategy, Operations, IT, Finance, and second-line defense teams (including Legal, Compliance, and Fair Lending) to deliver top-tier results in a regulated financial services environment.
Day in the Life
Your day will involve mapping and analyzing the customer journey for written communications to refine engagement strategies. You will champion the adoption of next-generation technologies, such as mobile app communications and RCS, while utilizing generative and agentic AI to personalize customer interactions. A significant portion of your time will be dedicated to cross-functional collaboration to implement new strategies for client start-ups, new products, and existing portfolios, ensuring robust governance and controls are in place.
Our Way of Working
At Synchrony, we offer flexibility through our "Our Way of Working" model. You will have the option to work from home near one of our Hubs or come into one of our offices. You are required to commute to your nearest Hub (virtual or physical) for in-person engagement activities, including regular business or team meetings, training, and culture events.
Our Culture & Commitment
We are building an inclusive culture where individual skills, experience, and voices are not only heard but valued. Together, we are creating 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), providing a safe space to learn and grow.
We are proud to have an award-winning culture. 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.
Hiring Process & 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). Representatives are available to discuss your specific situation regarding the application process or work procedures.
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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 required with 8+ years experience, or 12+ years without degree; Master's degree in Business administration or quantitative field preferred; High school diploma or equivalent required for eligibility.
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
In this VP, Collections Digital & Mail Contact Strategy Leader at Synchrony role, you will manage global team of strategy analysts to drive superior business outcomes; utilize generative ai and predictive analytics to personalize customer communications; lead development and optimization of collections contact strategies for digital and letter channels; and analyze customer journeys to refine written communications and improve engagement.
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 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.