Vice President – Client Enrollments

This is a fully remote position, open to applicants in Texas.

📋 Description

• Spearhead the shift from a phone-centric to a digital-first, hybrid client enrollment approach.

• Take ownership of the comprehensive digital self-enrollment and agent-assisted enrollment process.

• Manage a dispersed team of directors, managers, and hundreds of enrollment specialists across multiple sites.

• Oversee conversion yields, unit economics, contact strategies, regulatory compliance, and enrollment goals.

• Establish the digital enrollment roadmap and set milestones for digital share, conversion rates, and cost per enrollment.

• Collaborate with Product, Design, and Engineering to enhance the guided digital enrollment experience.

• Revamp sales operating models, team structures, lead ownership, compensation, incentives, and work routing.

• Develop staffing and capacity plans to accommodate evolving roles.

• Drive a multichannel contact strategy that includes branded calling, verified caller ID, SMS, email, chat, and appointment booking.

• Align dialing strategies and blended teams with lead value and pipeline requirements.

• Implement AI throughout the sales lifecycle to enhance both advisor and consumer outcomes.

• Set KPIs such as connect rates, connect-to-close ratios, cost per enrollment, Customer Acquisition Cost (CAC), and Lifetime Value (LTV).

• Conduct controlled tests and holdouts to evaluate operational modifications.

• Collaborate with Lending on lead-value scoring, consumer profiling, and cross-product navigation.

• Reskill frontline teams, retain top talent, and foster depth in frontline leadership.

• Advocate for Achieve’s values and guide teams through organizational changes.

• Ensure compliance in phone, digital, SMS, and AI-assisted communications alongside Legal, Risk, and Compliance teams.

• Achieve increased enrollments, improved answer rates, healthier lines, reduced cost per enrollment, and enhanced lifetime value.

⛳️ Requirements

• A Bachelor’s degree is required; an MBA is considered an asset.

• A minimum of 12 years of progressive leadership experience in sales, enrollment, or customer acquisition.

• At least 5 years in a Senior Director or VP role managing a team of 100+ Full-Time Equivalents (FTEs).

• Experience in fintech, consumer lending, mortgage, insurance, debt relief, or other high-volume consumer industries.

• Proven experience leading a sales or enrollment organization through a transition from phone-led to digital or hybrid enrollment at scale.

• A successful track record of growing both digital and advisor-assisted channels concurrently.

• Extensive multichannel contact experience, including voice, SMS, email, chat, and AI voice technologies.

• Familiarity with caller-ID reputation management, branded calling, carrier spam labeling, consent management, and dialer strategies.

• Proficiency in digital conversion funnels, A/B testing, and milestone analytics.

• Practical experience in deploying AI agent assist, conversational AI, automated disposition, or AI-driven quality assurance.

• Experience with telephony systems like Five9, Genesys, or Twilio; CRM systems such as Salesforce; and various dialers and messaging platforms.

• Strong understanding of unit economics, CAC, LTV, lead scoring, routing, capacity planning, and incentive design.

• Experience in experimental design and holdout testing methodologies.

• Comprehensive knowledge of TSR, TCPA, UDAAP, FTC guidelines, state debt relief regulations, and call center governance.

• Proven change leadership capabilities and the ability to communicate strategy effectively to the C-suite.

• A deep sense of empathy for consumers experiencing financial difficulties.

• Must be authorized to work in the United States; Achieve is unable to facilitate H1-B Visa transfers or sponsorship or STEM-OPT Visas.

🏝️ Benefits

• Options for hybrid and remote work arrangements.

• 401(k) plan with employer matching.

• Medical, dental, and vision insurance options, including HSA and FSA.

• Competitive vacation and sick leave policies.

• Dedicated volunteer days available.

• Wellness support through the Employee Assistance Program, Talkspace, and fitness discounts.

• Up to $5,250 reimbursement for eligible educational expenses.

• Discounts on pet care services.

• Financial assistance available through the Achieve Care Fund.

• Six employee resource groups that support diversity and inclusion initiatives.

• Bonus opportunities.

• Comprehensive benefits package.