Vice President, Client Enrollments

Achieve•Dallas, AZ

About The Position

At Freedom Debt Relief, the Vice President, Client Enrollments will lead the transition from a phone-led enrollment model to a digital-first hybrid model while meeting enrollment targets. The role owns an integrated funnel spanning digital self-enrollment and advisor-assisted sales, ensuring the two channels reinforce rather than compete with each other. The VP leads a multi-site and remote organization of directors, managers, and hundreds of enrollment specialists, and partners with performance marketing, digital product, data science, and contact center systems teams. The position is accountable for conversion yield, unit economics, contact strategy, regulatory compliance, and monthly, quarterly, and annual enrollment targets. It will shape the digital enrollment experience with Product, Design, and Engineering; redesign staffing, roles, incentives, lead ownership, and routing; modernize multichannel contact strategies; deploy AI throughout the sales lifecycle; establish rigorous measurement and testing; and align enrollment with Lending products. The VP will also lead frontline teams through organizational change and partner with Legal, Risk, and Compliance to maintain regulatory standards across channels. Success means growing a genuinely hybrid enrollment business where members can complete enrollment online or work with a skilled advisor in an integrated experience. The transition should sustain enrollment growth, improve answer rates and line health, establish an operating model and incentives suited to hybrid enrollment, and use AI to improve advisor effectiveness. Expected business outcomes include lower cost per enrollment, higher lifetime value, and closer coordination with Lending to match consumers with appropriate solutions.

Requirements

Bachelor's degree required.
12 or more years of progressive sales, enrollment, or customer acquisition leadership experience.
At least 5 years as a Senior Director or VP leading 100 or more FTEs.
Experience in fintech, consumer lending, mortgage, insurance, debt relief, or a similar high-volume consumer business.
Led a sales or enrollment organization through a large-scale transition from phone-led to digital or hybrid enrollment, with demonstrable before-and-after results.
Track record of growing digital and advisor-assisted channels together, resolving channel conflict, and designing compensation and roles that support the transition.
Deep multichannel contact experience across 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 and their effect on answer rates.
Experience partnering with product and engineering on 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, with measurable results and appropriate guardrails.
Experience scaling contact center technology, including telephony, CRM, dialers, and messaging platforms.
Strong command of unit economics, CAC and LTV, lead scoring and routing, capacity planning, and incentive design for hybrid models.
Comfort with experiment design and holdout testing.
Strong knowledge of consumer financial services regulation, including the Telemarketing Sales Rule, TCPA, UDAAP, and call center governance as applied to digital and AI-assisted interactions.
Ability to lead large frontline teams through change, present strategy to the C-suite, and demonstrate empathy for consumers experiencing financial hardship.

Nice To Haves

MBA.

Responsibilities

Lead and execute the transition from phone-led to digital-first hybrid enrollment, setting milestones for digital enrollment share, conversion, and cost per enrollment while sustaining growth.
Partner with Product, Design, and Engineering to shape guided digital enrollment, define when human or AI assistance is introduced, and create context-rich handoffs to advisors.
Redesign the sales operating model, including team structures, lead ownership, compensation, incentives, work routing, staffing, and capacity planning.
Develop a multichannel contact strategy across branded calling, verified caller ID, SMS, email, chat, and appointment scheduling while protecting line health and deliverability.
Align preview, power, and AI dialing to lead value and develop blended teams that manage pipelines, new leads, 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; conduct controlled tests and holdouts to verify the impact of changes.
Partner with Lending on shared assessment, lead-value scoring, a single consumer profile, and cross-product pathing.
Lead organizational change, reskill frontline teams, retain talent through role and compensation changes, and develop frontline leadership.
Promote a culture grounded in Achieve's values: Care, Get Better, Act with Integrity, and Collaborate.
Work with Legal, Risk, and Compliance to maintain adherence to TSR, TCPA, FTC guidance, state debt relief laws, and UDAAP, including in digital disclosures, e-signature, SMS consent, and AI-assisted conversations.