Vice President, Client Enrollments

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

📋 Description

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

• Take ownership of a comprehensive enrollment funnel that includes both digital self-enrollment and agent-assisted sales.

• Manage a geographically dispersed team of directors, managers, and hundreds of enrollment specialists.

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

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

• Define the integration of human and AI roles throughout discovery, solutioning, approval, and enrollment processes.

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

• Develop staffing and capacity strategies to align with evolving roles.

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

• Optimize dialing, lead engagement, answer rates, trust, line health, and deliverability.

• Implement AI throughout the sales lifecycle to enhance consumer experience and advisor performance.

• Set KPIs such as connect rate, connect-to-close ratio, cost per enrollment, customer acquisition cost (CAC), and lifetime value (LTV).

• Conduct controlled experiments and holdouts to assess dialing and operational modifications.

• Collaborate with Lending on lead-value assessment, consumer profiles, and cross-product pathing.

• Reskill frontline teams, retain talent through role and compensation adjustments, and foster leadership development.

• Work with Legal, Risk, and Compliance to ensure adherence to TSR, TCPA, FTC guidelines, state debt relief regulations, and UDAAP standards.

• Guarantee compliance with digital disclosures, e-signatures, SMS consent, and AI-assisted interactions.

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

⛳️ Requirements

• A bachelor's degree is required; an MBA is considered an asset.

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

• At least 5 years in a Senior Director or VP role overseeing 100+ full-time employees.

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

• Proven history of leading a transition from phone-led to digital or hybrid enrollment at scale.

• Demonstrated success in growing both digital and advisor-assisted channels simultaneously.

• Extensive experience with voice, SMS, email, chat, and AI voice in high-volume settings.

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

• Familiarity with digital conversion funnels, A/B testing, and milestone analytics.

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

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

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

• Experience in designing experiments and conducting holdout tests.

• In-depth knowledge of consumer financial services regulations, including TSR, TCPA, UDAAP, and call center governance.

• Proven capabilities in change leadership, making C-suite presentations, and empathizing with consumers facing financial difficulties.

• Must be able to work in designated U.S. locations; H1-B Visa transfer or sponsorship and STEM-OPT Visa cannot be accommodated.

🏝️ Benefits

• Opportunities for hybrid and remote work.

• 401(k) plan with employer matching.

• Comprehensive medical, dental, and vision coverage with HSA and FSA options.

• Generous vacation and sick leave policies.

• Dedicated volunteer days.

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

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

• Discounts on pet care services.

• Financial assistance through the Achieve Care Fund.

• Strong commitment to diversity and inclusion, supported by six employee resource groups.

• Performance bonuses.

• Additional benefits.