VP, Enterprise Capacity Planning, Forecasting

Synchrony

. Lead modernization and enterprise integration of capacity planning and workforce recommendations across Servicing, Collections & Recovery, and Complaints operations .

Posted 9/22/2026full-timeUnited StatesLead💰 $130,000 - $210,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in capacity planning, forecasting, and workforce analytics, with a strong focus on process modernization and automation. Capable of linking operational strategies to financial outcomes while driving alignment across senior stakeholders.

Highest-signal resume keywords

Capacity PlanningForecastingProcess ModernizationProbabilistic ForecastingExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce AnalyticsOperations ResearchAnalytical SkillsScenario PlanningData Analysis

Soft Skills

Influencing StakeholdersTeam LeadershipCoachingCommunication Skills

Tools & Technologies

PythonRSASSQLPower BITableau

Certifications & Qualifications

Lean/Process Improvement Certification

Industry Keywords

High-Volume EnvironmentsContact-Center ExperienceMulti-Channel ServicingCollectionsRecovery Planning

Tech Stack

Tools & technologies

PythonSQLTableau

About the role

Key responsibilities & impact

Lead modernization and enterprise integration of capacity planning and workforce recommendations across Servicing, Collections & Recovery, and Complaints operations
Own enterprise-wide capacity planning and forecasting, with consistent standards, definitions, and governance
Modernize delivery through process redesign, automation, tooling, and scalable weekly/monthly/quarterly planning cadences
Transition to probabilistic forecasting and scenario planning using macroeconomic drivers, real-time operational signals, and risk ranges
Build recommendation-driven planning models producing staffing, redeployment, vendor staffing, overtime, and training-throughput actions with quantified impacts and confidence ranges
Establish frameworks for cross-functional resource movement, skill segmentation, cross-training, proficiency curves, and surge playbooks
Develop augmented staffing and flexible labor strategies to address demand volatility while optimizing cost and performance
Link capacity decisions to servicing and collections/recovery KPIs, service, compliance, and cost-to-serve
Deliver executive analyses, decision packages, and walkthroughs quantifying strategic tradeoffs
Partner with Finance to translate operational capacity plans into financial outcomes, budgets, productivity commitments, and investment roadmaps
Define and operationalize an AI-enabled capacity-planning roadmap
Quantify automation and AI-agent impacts on work volumes, handling time, throughput, and skill requirements
Establish performance management and continuous-improvement routines for forecast accuracy, utilization, productivity, and plan-versus-actual tracking
Lead, coach, and develop an enterprise team and partner with Operations, Complaints, HR, Finance, Analytics, Risk, Compliance, and Technology
Perform other duties and special projects as assigned

Requirements

What you’ll need

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
10+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments
Experience modernizing planning processes and operating models through standardization, automation, governance, and adoption
Strong analytical background with probabilistic forecasting, scenario planning, and translating analytics into executive recommendations
Ability to influence and drive alignment across senior stakeholders
Strong executive communication skills, written, verbal, and presentation
Proficiency with Python, R, SAS, or SQL
Proficiency with Power BI or Tableau
Ability and flexibility to travel for business as required
High school diploma or equivalent
Must be 18 years or older
Must be willing to take a drug test, submit to a background investigation, and submit fingerprints
Must satisfy Section 19 of the Federal Deposit Insurance Act
Legal authorization to work in the U.S.; employment visa sponsorship is not available
Desired: large contact-center experience; advanced degree; machine learning or optimization deployment; multi-channel servicing, complaints, and collections/recovery planning; flexible staffing strategies; Lean/process improvement certification or continuous improvement leadership

Benefits

Comp & perks

Annual bonus based on individual and company performance
Option to work from home near one of Synchrony’s Hubs or come into one of its offices
In-person engagement activities including regular business or team meetings, training, and culture events
Inclusive culture and Employee Resource Groups (ERGs)
Reasonable accommodations for applicants and employees with disabilities