Vice President, Client Enrollments
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Job Description
Vice President leading Achieve’s shift to hybrid digital and advisor-assisted debt-relief enrollments. Owning conversion, unit economics, AI-enabled sales operations and regulatory compliance.
Responsibilities:
- Lead the transformation from phone-led to digital-first, hybrid client enrollment
- Own the integrated digital self-enrollment and agent-assisted enrollment funnel
- Lead a multi-site and remote organization of directors, managers and hundreds of enrollment specialists
- Set milestones for digital enrollment share, conversion and cost per enrollment
- Shape guided digital enrollment experiences with Product, Design and Engineering
- Define human and AI handoffs that preserve member context
- Redesign sales operating models, team structures, lead ownership, compensation, incentives and work routing
- Build staffing and capacity plans
- Lead multichannel contact strategies across branded calling, verified caller ID, SMS, email, chat and appointment scheduling
- Optimize dialing, answer rates, trust, line health and deliverability
- Deploy AI across the sales lifecycle to improve advisor and consumer outcomes
- Establish KPIs including connect rate, connect-to-close, cost per enrollment, CAC and LTV
- Run controlled tests and holdouts to measure strategy impact
- Partner with Lending on assessment, lead-value scoring, consumer profiles and cross-product pathing
- Reskill frontline teams, retain talent and build leadership depth
- Maintain compliance with TSR, TCPA, FTC guidance, state debt relief laws, UDAAP, digital disclosures, e-signature, SMS consent and AI-assisted conversations
Requirements:
- Bachelor's degree required; MBA is a plus factor
- 12+ years of progressive sales, enrollment or customer acquisition leadership
- 5+ years as a Senior Director or VP leading 100+ FTEs
- Experience in fintech, consumer lending, mortgage, insurance, debt relief or similar high-volume consumer businesses
- Led a sales or enrollment organization through a shift from phone-led to digital or hybrid enrollment at scale
- Track record of growing digital and advisor-assisted channels together
- Deep experience with voice, SMS, email, chat and AI voice in high-volume environments
- Knowledge of caller-ID reputation, branded calling, carrier spam labeling, consent management and dialer strategy
- Experience with digital conversion funnels, A/B testing and milestone analytics
- Hands-on experience deploying AI agent assist, conversational AI, automated disposition or AI-driven quality assurance
- Experience scaling telephony, CRM, dialers and messaging platforms, including Five9, Genesys, Twilio and Salesforce
- Command of unit economics, CAC, LTV, lead scoring, routing, capacity planning and incentive design
- Experience with experiment design and holdout testing
- Strong knowledge of TSR, TCPA, UDAAP, consumer financial services regulation and call center governance
- Proven change leadership, C-suite strategy presentation and empathy for consumers facing financial hardship
- Must be authorized to work in the United States; H1-B Visa transfer/sponsorship and STEM-OPT Visa cannot be facilitated
Benefits:
- Hybrid and remote work opportunities
- 401(k) with employer match
- Medical, dental, and vision with HSA and FSA options
- Competitive vacation and sick time off
- Dedicated volunteer days
- Employee Assistance Program
- Talkspace
- Fitness discounts
- Up to $5,250 paid back on eligible education expenses
- Pet care discounts
- Financial support through the Achieve Care Fund
- Six employee resource groups
- Bonus compensation
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