10+ years leading a sales organization at a senior level
Experience in subscription or DTC business models
Proven track record in enhancing conversion and productivity
Background in phone-based contact center sales both inbound and outbound
Strong metrics-based management and performance coaching skills
Experience with forecasting, staffing models, and scalable revenue delivery
Proven ability in leading cross-functional projects
Familiarity with contemporary contact center platforms and CRMs
Responsibilities
Own performance targets for inbound and outbound sales channels
Manage daily operations including team huddles and performance reviews
Align sales staffing and scheduling with demand statistics
Establish expectations for adherence to sales schedules and quality
Develop a structured coaching framework utilizing call reviews
Enhance frontline manager capabilities to ensure consistent sales execution
Manage outbound lead segmentation and dialing strategy
Collaborate with Marketing on campaign strategies and messaging effectiveness
Benefits
Comprehensive health and wellness packages
Retirement savings plans with employer matching contributions
Paid time off and flexible scheduling options
Opportunities for professional development and career advancement
Collaborative and inclusive workplace culture
Full Job Description
Purpose
Connect America is seeking a results-driven VP of DTC Sales to lead our direct to consumer (DTC) sales organization, spanning inbound conversion and outbound acquisition and follow-up. This leader will own end-to-end sales performance in a high-volume phone environment, combining rigorous funnel management, coaching systems, and operational discipline with modern lifecycle selling (activation activation engagement upsell/retention).
This role partners closely with Marketing, Customer Service, Product, Analytics, and Operations to improve conversion rates, reduce early churn, and increase customer lifetime value through better offer strategy, timing of outreach, and execution excellence.
Inbound sales performance, from calls answered through conversion and revenue per call
Outbound sales production and effectiveness, including dial productivity, contact rate, and conversion
A repeatable sales performance engine built on coaching, QA, and disciplined execution
Revenue growth through improved lifecycle selling, including post-activation engagement and upsell
Key Responsibilities
Lead Inbound & Outbound Sales Execution
Own weekly and monthly performance targets across inbound and outbound sales channels
Manage daily operating cadence including huddles, performance reviews, and issue escalation
Align staffing, scheduling, and capacity models to demand and conversion opportunities
Establish clear expectations for schedule adherence, readiness time, dialing activity, and sales quality
Build a Scalable Performance and Coaching System
Implement structured coaching using call reviews, QA standards, and script adherence
Develop frontline sales managers and team leads to drive consistent execution
Partner with Training and Quality teams on onboarding, certification, and continuous improvement
Raise the performance floor while scaling best practices from top performers
Optimize Lead, Dialer, and Channel Strategy
Own outbound strategy including lead segmentation, prioritization, and pacing
Partner with Operations and Technology on dialer configuration and call routing strategy
Improve contact and connect rates through experimentation and data-driven tuning
Collaborate with Marketing on campaign performance, messaging, and routing logic
Drive Lifecycle Selling and Revenue Expansion
Improve post-sale engagement strategy to generate additional sales opportunities
Support upsell, bundle, and add-on offerings without increasing early cancellations
Ensure sales motions align with customer experience and long-term retention goals
Partner on operational testing and continuous improvement of outreach timing and approach
Forecasting, Planning, and Cross-Functional Leadership
Own sales forecasting, pipeline visibility, and variance analysis
Build workforce and capacity plans aligned to growth targets
Work cross-functionally to improve data visibility, sales tooling, and CRM hygiene
Act as the senior sales leader for DTC contact center operations in executive forums
Success Metrics (KPIs)
Inbound sales conversion, answer rate, abandonment, revenue per call, sales per agent
