Vice President, Client Enrollments
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Job Description
Vice President leading Achieve’s shift from phone-led to digital-first hybrid debt-relief enrollment. Owning conversion, contact strategy, AI sales operations and nationwide enrollment growth.
Responsibilities:
- Lead the transformation from phone-led to digital-first, hybrid client enrollment
- Own the integrated digital self-enrollment and agent-assisted sales 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 enrollment transformation roadmap and milestones for digital enrollment share, conversion and cost per enrollment
- Shape the digital enrollment experience with Product, Design and Engineering
- Define human and AI intervention points and advisor handoffs
- Redesign sales operating models, team structures, lead ownership, compensation, incentives and work routing
- Build staffing and capacity plans
- Optimize multichannel contact strategy across branded calling, verified caller ID, SMS, email, chat and appointment scheduling
- Manage lead engagement, dialing strategies, blended teams, inbound calls and warm transfers
- Deploy AI across the sales lifecycle to improve consumer experience and advisor performance
- Establish KPIs including connect rate, connect-to-close, cost per enrollment, CAC and LTV
- Run controlled tests and holdouts to measure strategy effectiveness
- Partner with Lending on assessment, lead-value scoring, consumer profiles and cross-product pathing
- Reskill frontline teams, retain talent and build leadership depth
- Cultivate Achieve’s values of Care, Get Better, Act with Integrity and Collaborate
- 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 product and engineering collaboration on 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 platforms such as Five9, Genesys or Twilio
- Experience with CRM platforms such as Salesforce
- Experience with preview, power and AI dialers and messaging platforms
- Command of unit economics, CAC, LTV, lead scoring, routing, capacity planning and incentive design
- Comfortable with experiment design and holdout testing
- Strong knowledge of the Telemarketing Sales Rule, TCPA, UDAAP and call center governance
- Proven change leadership, C-suite strategy presentation and empathy for consumers facing financial hardship
- Must be able to work in selected U.S. locations; H1-B Visa transfer or 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
- 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 in times of hardship through the Achieve Care Fund
- Six employee resource groups and commitment to diversity and inclusion
- Bonus
- Benefits
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