Vice President – Client Enrollments
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Job Description
VP leading Achieve’s shift to digital-first, hybrid debt-relief enrollment. Driving sales transformation, AI adoption, compliance and growth across consumer financial solutions.
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
- Own conversion yield, unit economics, contact strategy, regulatory compliance and enrollment targets
- Define the digital enrollment roadmap and milestones for digital share, conversion and cost per enrollment
- Partner with Product, Design and Engineering on the guided digital enrollment experience
- Redesign sales operating models, team structures, lead ownership, compensation, incentives and work routing
- Build staffing and capacity plans as roles evolve
- Lead multichannel contact strategy across branded calling, verified caller ID, SMS, email, chat and appointment scheduling
- Align dialing strategies and blended teams with lead value and pipeline needs
- 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 operational changes
- Partner with Lending on lead-value scoring, consumer profiles and cross-product pathing
- Reskill frontline teams, retain talent and build frontline leadership depth
- Champion Achieve’s values and lead teams through organizational change
- Maintain compliance across phone, digital, SMS and AI-assisted interactions with Legal, Risk and Compliance
- Deliver growing enrollments, higher answer rates, healthier lines, lower cost per enrollment and higher lifetime value
Requirements:
- Bachelor's degree required; MBA is a plus factor
- 12+ years of progressive sales, enrollment or customer acquisition leadership experience
- 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
- Experience leading a sales or enrollment organization through a phone-led to digital or hybrid enrollment transformation at scale
- Track record of growing digital and advisor-assisted channels together
- Deep multichannel contact experience with voice, SMS, email, chat and AI voice
- 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 with telephony systems such as Five9, Genesys or Twilio; CRM systems such as Salesforce; dialers and messaging platforms
- 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, FTC guidance, state debt relief laws and call center governance
- Proven change leadership and ability to present strategy to the C-suite
- Deep empathy for consumers facing financial hardship
- Must be eligible to work in the United States; Achieve cannot facilitate H1-B Visa transfer or sponsorship or STEM-OPT Visa
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
- Wellness support through Employee Assistance Program, Talkspace, and 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 supporting diversity and inclusion
- Bonus
- Benefits
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