Role Summary/Purpose:

The Vice President, Enterprise Capacity Planning & Forecasting will lead the modernization and enterprise integration of capacity planning and workforce recommendations across Synchrony's Servicing, Collections & Recovery, and Complaints operations. This leader will transform current planning processes into a standardized, automated, and recommendation-driven enterprise capability-evolving from static/deterministic methods to probabilistic, scenario-based, and AI-enabled planning.

The VP will deliver executive-ready insights and tradeoff analyses that connect capacity decisions to operational KPIs, customer outcomes, compliance obligations, and financial performance. This role will also establish a forward-looking roadmap to quantify and plan for the impact of automation and emerging AI capabilities (including AI agents) on future workload, productivity, skill requirements, and enterprise capacity needs.

Essential Responsibilities:

• Own and lead enterprise-wide capacity planning and forecasting across Servicing, Collections, Recovery, and Complaints, ensuring consistent planning standards, definitions, and governance.
• Modernize and simplify the current delivery model through process re-design, automation, tooling, and scalable operating rhythms (weekly/monthly/quarterly planning cadences).
• Transition from deterministic forecasts to probabilistic forecasts and scenario planning that incorporate macroeconomic drivers, real-time operational signals, and risk ranges.
• Build a recommendation-driven planning model that produces clear actions (e.g., staffing changes, cross-functional redeployment, vendor/augmented staffing, overtime, training throughput adjustments) with quantified impacts and confidence ranges.
• Establish an enterprise framework for cross-functional resource movement, including skill segmentation, cross-training strategy, proficiency curves, and surge playbooks across lines of business.
• Develop capacity strategies leveraging augmented staffing (BPO/partners/temporary staffing) and flexible labor models to address demand volatility while optimizing cost and performance.
• Link capacity decisions to KPI optimization across servicing and collections/recovery outcomes (e.g., ASA/abandon, AHT/productivity, quality, complaint cycle time, contact effectiveness, roll rates, cure rates, recovery income), balancing service, compliance, and cost-to-serve.
• Deliver executive-level analyses, decision packages, and "walk-throughs" that quantify strategic tradeoffs across service levels, operational risk, customer experience, and financial outcomes.
• Partner with Finance to translate operational capacity plans into financial outcomes and ensure capacity strategies align to budgets, productivity commitments, and investment roadmaps.
• Define and operationalize the roadmap for AI-enabled capacity planning, including opportunities for AI to automate planning steps, enhance accuracy, and improve recommendations.
• Quantify and incorporate the anticipated impact of automation and AI agents on work volumes, handling time, throughput, and skill requirements-integrating adoption curves and operational readiness constraints.
• Establish performance management and continuous improvement routines, including forecast accuracy, capacity utilization, productivity drivers, and plan vs. actual tracking.
• Lead, coach, and develop a high-performing enterprise team; build strong cross-functional partnerships with Operations, Complaints leadership, HR, Finance, Analytics, Risk, Compliance, and Technology.
• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• Bachelor's degree; Or in lieu of Degree, 14+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments (financial services, contact centers, back-office operations, BPO).
• 10+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments (financial services, contact centers, back-office operations, BPO).
• Demonstrated experience modernizing planning processes and operating models (standardization, automation, governance, adoption).
• Strong analytical background with experience in probabilistic forecasting, scenario planning, and translating analytics into executive recommendations.
• Proven ability to influence and drive alignment across senior stakeholders; strong executive communication skills (written, verbal, and presentation).
• Proficiency with analytics tools and data environments (e.g., Python/R/SAS/SQL) and BI tools (Power BI/Tableau).
• Ability and flexibility to travel for business as required

Desired Characteristics:

• Experience working within a large Contact-Center environment.
• Advanced degree (MS/MBA/PhD) in Statistics, Operations Research, Data Science, Applied Mathematics, Business Analytics, or related field.
• Experience deploying machine learning models or optimization approaches in a production business environment.
• Experience planning across multi-channel servicing and complaint operations (voice, digital, back-office) and collections/recovery operations.
• Experience designing flexible staffing strategies, including augmented staffing/vendor capacity models and cross-functional redeployment.
• Lean / process improvement certification or demonstrated continuous improvement leadership.

Grade/Level: 13

The salary range for this position is 130,000.00 - 210,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Our Way of Working:

We're proud to offer you flexibility. At Synchrony, our way of working allows you to have 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.

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

Job Family Group:
Contact Center Operations