Vice President, Client Enrollments
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Job Description
Vice President leading Achieve’s shift to hybrid digital and advisor-assisted debt-relief enrollment. Owning growth, conversion, AI-enabled sales operations and compliance.
Responsibilities:
- Lead the transformation from phone-led to digital-first, hybrid client enrollment
- Own an integrated enrollment funnel covering digital self-enrollment and agent-assisted sales
- Lead a multi-site and remote organization of directors, managers and hundreds of enrollment specialists
- Define the enrollment transformation roadmap, milestones, digital enrollment share, conversion and cost per enrollment
- Shape the digital enrollment experience with Product, Design and Engineering
- Define human and AI handoffs throughout discovery, solutioning, approval and enrollment
- 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
- Optimize dialing, lead engagement, answer rates, trust, line health and deliverability
- 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 dialing and operational changes
- Partner with Lending on assessment, lead-value scoring, consumer profiles and cross-product pathing
- Reskill frontline teams, retain talent through role and compensation changes, and build leadership depth
- Partner with Legal, Risk and Compliance to maintain compliance with TSR, TCPA, FTC guidance, state debt relief laws and UDAAP
- Ensure compliant digital disclosures, e-signature, SMS consent and AI-assisted conversations
- Deliver enrollment growth, improved 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
- 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 phone-led to digital or hybrid enrollment transformation 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 with telephony platforms such as Five9, Genesys or Twilio; CRM platforms such as Salesforce; dialers and messaging platforms
- Command of unit economics, CAC, LTV, lead scoring, routing, capacity planning and incentive design
- Experiment design and holdout testing experience
- Strong knowledge of consumer financial services regulation, TSR, TCPA, UDAAP and call center governance
- Proven change leadership, C-suite presentation ability 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 through the Achieve Care Fund
- Commitment to diversity and inclusion through six employee resource groups
- Bonus
- Benefits
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