Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations, and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market. Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at .PurposeConnect 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 → 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 callOutbound sales production and effectiveness, including dial productivity, contact rate, and conversionA repeatable sales performance engine built on coaching, QA, and disciplined executionRevenue growth through improved lifecycle selling, including post-activation engagement and upsellKey ResponsibilitiesLead Inbound & Outbound Sales ExecutionOwn weekly and monthly performance targets across inbound and outbound sales channelsManage daily operating cadence including huddles, performance reviews, and issue escalationAlign staffing, scheduling, and capacity models to demand and conversion opportunitiesEstablish clear expectations for schedule adherence, readiness time, dialing activity, and sales qualityBuild a Scalable Performance and Coaching SystemImplement structured coaching using call reviews, QA standards, and script adherenceDevelop frontline sales managers and team leads to drive consistent executionPartner with Training and Quality teams on onboarding, certification, and continuous improvementRaise the performance floor while scaling best practices from top performersOptimize Lead, Dialer, and Channel StrategyOwn outbound strategy including lead segmentation, prioritization, and pacingPartner with Operations and Technology on dialer configuration and call routing strategyImprove contact and connect rates through experimentation and data-driven tuningCollaborate with Marketing on campaign performance, messaging, and routing logicDrive Lifecycle Selling and Revenue ExpansionImprove post-sale engagement strategy to generate additional sales opportunitiesSupport upsell, bundle, and add-on offerings without increasing early cancellationsEnsure sales motions align with customer experience and long-term retention goalsPartner on operational testing and continuous improvement of outreach timing and approachForecasting, Planning, and Cross-Functional LeadershipOwn sales forecasting, pipeline visibility, and variance analysisBuild workforce and capacity plans aligned to growth targetsWork cross-functionally to improve data visibility, sales tooling, and CRM hygieneAct as the senior sales leader for DTC contact center operations in executive forumsSuccess Metrics (KPIs)Inbound sales conversion, answer rate, abandonment, revenue per call, sales per agentOutbound dials, contact rate, contact-to-sale conversion, utilization, sales volumeSales quality, QA scores, script adherence, and coaching engagementContribution to reduced early churn and improved customer lifetime valueRequired Qualifications10+ years of progressive experience leading a sales organization as a senior leaderExperience in subscription or DTC businessesTrack record of improving conversion, productivity, and customer outcomes simultaneouslyDemonstrated success leading phone-based contact center sales (inbound and outbound)Strong command of metrics-based management and performance coachingExperience owning forecasts, staffing models, and revenue delivery at scaleProven ability to lead cross-functional initiativesFamiliarity with modern contact center platforms and CRMs
