VP of Debt Enrollment Operations

  • New York, New York, United States
  • Full-Time
  • Remote
  • 150,000-300,000 USD / Year
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Job Description:

Director / VP of Debt Enrollment Operations

Location: 100% Remote. However, relocation to Tampa, FL is expected once the operation is established.

Company / Opportunity

Our client is a large-scale performance marketing company currently generating and selling approximately 3,000 consumer debt leads per day to established debt relief companies.

Today, the company primarily monetizes these consumers by selling the lead to a debt company, which then handles the sales process and enrollment.

We are now looking to build our own internal debt enrollment operation.

The goal is to move from:

The Company generates lead sells leads to debt company

to:

The Company generates lead The Company contacts consumer The Company enrollment rep signs consumer enrollment is handed off/sold to debt relief partner

We are starting this operation from zero. We currently have no debt enrollment reps, call-center infrastructure, dialer, scripts, or enrollment management team.

We need an experienced debt industry operator who can come in and build and own the entire operation from the ground up.

What This Person Will Own

This is not a role for someone who has simply supervised an existing sales team. We need someone who has previously built, launched, scaled, and managed a debt enrollment floor and understands the entire operation end-to-end.

They will be responsible for:

  • Designing the debt enrollment operation from scratch.
  • Determining initial staffing requirements based on our lead volume.
  • Recruiting and hiring the first team of experienced debt enrollment reps.
  • Building a repeatable recruiting pipeline as the operation scales.
  • Designing rep compensation plans, quotas, KPIs and performance standards.
  • Working directly with our debt relief partner(s) to get the team trained and certified on their enrollment process.
  • Developing the day-to-day sales process from lead receipt through signed enrollment and partner handoff.
  • Selecting and implementing the appropriate dialer, CRM, phone system, lead-routing technology, reporting and other call-center technology.
  • Understanding lead distribution and capacity planning — e.g. how many fresh leads each rep can effectively work per day and how many reps are required at different lead volumes.
  • Establishing dialing cadence, follow-up sequences, callbacks and lead-aging strategy.
  • Building scripts, objection handling, coaching and sales-training processes.
  • Establishing QA, call monitoring and performance-management systems.
  • Managing contact rate, qualification rate, enrollment conversion, average enrolled debt, first-payment rate and other critical funnel KPIs.
  • Identifying bottlenecks and continuously improving unit economics.
  • Building management layers as the team grows: team leads, trainers, QA, etc.
  • Ultimately owning the P&L and performance of Isla's debt enrollment business.

Candidate Requirements

Must have direct debt settlement / debt relief enrollment experience.

Comparable large debt enrollment organizations are acceptable, but we specifically want someone coming from the debt settlement industry, not a general call-center executive.

Candidate should have:

  • Personally managed a debt enrollment sales floor.
  • Experience taking an enrollment operation from early stage to meaningful scale, or played a senior role in building one from the ground up.
  • Proven ability to recruit and hire successful debt enrollment reps.
  • Experience training and developing enrollment reps.
  • Deep understanding of debt settlement sales funnels and KPIs.
  • Strong understanding of dialers, CRMs, lead routing, call-center reporting and the technology required to operate a high-volume enrollment floor.
  • Experience managing high-volume inbound and/or outbound consumer leads.
  • Ability to determine appropriate lead-to-rep ratios and staffing requirements.
  • Experience designing sales compensation plans.
  • Strong understanding of QA/compliance requirements within debt enrollment.
  • Ability to manage both strategy and execution — this person needs to be willing to personally build the operation before eventually managing a larger leadership team.
  • Strong analytical/P&L orientation. We want someone who thinks in terms of CAC, conversion rate, enrolled debt, revenue per lead, revenue per rep and contribution margin, not simply call-center activity metrics.