VP, Enterprise Capacity Planning, Forecasting

Synchrony

Vice President leading the modernization and integration of capacity planning and workforce recommendations across Synchrony’s operations. Transforming planning processes into a standardized, automated, and recommendation-driven enterprise capability.

Posted 7/21/2026full-timeCincinnati • Illinois, Kansas, North Carolina, Ohio • 🇺🇸 United StatesLead💰 $130,000 - $210,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in enterprise-wide capacity planning and forecasting, utilizing advanced analytical techniques such as probabilistic forecasting and scenario planning. Proven ability to modernize planning processes and drive cross-functional collaboration to optimize operational performance and financial outcomes.

Highest-signal resume keywords

Capacity PlanningProbabilistic ForecastingProcess AutomationExecutive CommunicationAnalytics Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingWorkforce PlanningOperations ResearchData AnalysisKPI OptimizationScenario PlanningPerformance ManagementContinuous Improvement

Soft Skills

Influencing StakeholdersCross-Functional CollaborationCoaching and Development

Tools & Technologies

PythonRSASSQLPower BITableau

Industry Keywords

Financial ServicesContact CentersBPOHigh-Volume Environments

Tech Stack

Tools & technologies

PythonSQLTableau

About the role

Key responsibilities & impact

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

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 (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

Benefits

Comp & perks

flexibility to work from home near one of our Hubs or come into one of our offices
required to commute to your nearest Hub for in-person engagement activities