VP, Collections Digital & Mail Contact Strategy Leader

Overview

• Location: West Chester, Ohio; Bentonville, Arkansas; Costa Mesa, California; Stamford, Connecticut; Lake Mary, Florida; Orlando, Florida; Alpharetta, Georgia; Chicago, Illinois; New York, New York; Charlotte, North Carolina; Canton, Ohio; Dallas, Texas; Draper, Utah
• Salary: 135,000.00 - 230,000.00 USD Annual

About Us

Synchrony is more than a financial services company, we’re a team of passionate innovators committed to delivering best-in-class solutions that support millions of customers across the U.S. With a bold focus on technology, data, and digital innovation, we create meaningful experiences that simplify lives and enable financial wellness. When you join Synchrony, you become part of an inclusive culture where your voice matters, your growth is championed, and your work drives impactful results.

Job Description

Job ID 2600098 Category Credit & Risk Date posted 05/23/2026 Role Summary/Purpose: The VP, Collections Digital and Letter Contact Strategy role will lead collections contact strategy development and analytics for Synchrony’s digital (mobile app, email, text) and letter channels, leveraging statistical methods, advanced analytics, and deep domain expertise. Overseeing a global team of three strategy analysts, this role will be accountable for driving superior business outcomes by developing and continuously optimizing data-driven strategies. The VP will maximize collections performance while ensuring regulatory compliance and operational risk management. Collaborating closely with Collections & Recovery Strategy teams, Collections Operations, Growth, IT (Data Warehouse/Prism) teams, Finance, and second line of defense teams (e.g., Legal, Compliance, Fair Lending, Credit Strategy Validation), this leader will deliver top-tier results through rigorous analytics and cross-functional partnership. Core responsibilities:

• Own collections contact strategies for digital channels (including mobile app, email, text), letters and statement messages for secured and unsecured consumer revolving and installment portfolios.
• Lead development, testing and rollout of contact strategies for various sub-populations (e.g., customers who have requested no calls, customers working with debt settlement companies). Includes developing the business case, obtaining all approvals, partnering with Operations and IT to implement, ensuring appropriate controls, and ensuring robust reporting and monitoring.
• Lead development of collections digital and letter strategies for new client start-ups, new client conversions, new products, etc.
• Actively map and analyze the current customer journey for written communications, implementing refinements to drive improved customer engagement; lead development of new creatives / messages and partner with client managers to obtain required partner approvals and with business strategy implementation team and/or IT to implement.
• Champion the adoption of next-generation communication technologies such as mobile app communications (e.g., account status messages, push notifications) & RCS (“SMS 2.0”). Partner with Technology & Operations teams to assess digital opportunities such as Text to Pay / Pay By Text.
• Utilize data-driven insights to identify growth and improvement opportunities, ensuring strategies remain agile and aligned with evolving customer behaviors and business goals.
• Drives automation and process excellence initiatives to enhance operational efficiency, improve customer engagement, and optimize collections outcomes.
• Utilize generative and agentic AI technologies to advance predictive analytics, personalize customer communications, and drive smarter, more effective collections strategies.
• Partner with Collections Operations to identify, prioritize, test and rollout initiatives to reduce expenses and/or to improve customer experience.
• Partner with Compliance and Legal to complete gap assessment for new laws, regulations and regulatory guidance and, if necessary, lead and implement changes to ensure compliance.
• Own Collections strategy process support including strengthening test design and monitoring.
• Ensure robust governance, processes and controls are in place. Prevent, detect and remediate issues. Comply with company policies and control requirements for Non-Model Tools / strategies.
• Lead or co-lead support for frequent regulatory exams, audits and reviews including explaining policies, strategies, tests and reporting.
• Complete regular benchmarking. Stay abreast of industry trends to identify emerging opportunities and risks.
• Perform other duties and/or special projects as assigned.

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