Position Overview

The Director of Compliance is responsible for leading enterprise compliance programs, operational governance, risk mitigation initiatives, and audit readiness across a multi-location retail and telecommunications environment. This role partners cross-functionally with Finance, Operations, Legal, Internal Audit, HR, and executive leadership to ensure adherence to company policy, regulatory requirements, operational standards, and internal control expectations.

The position requires a highly analytical and detail-oriented leader capable of balancing operational execution with strategic oversight. Success in the role depends on the ability to navigate complex compliance matters, influence stakeholders, identify risk patterns, and implement scalable process improvements that support organizational integrity and operational excellence.

Key Responsibilities

1. Compliance Governance & Operational Oversight
• Lead enterprise compliance programs, operational controls, and policy governance initiatives.
• Identify operational risks, control gaps, and compliance concerns while implementing corrective actions and process improvements.
• Support audit readiness, internal reviews, and monitoring activities related to operational compliance and risk mitigation.
• Partner cross-functionally to strengthen governance frameworks and improve organizational accountability.

2. Sales Integrity & Investigations
• Oversee sales integrity initiatives focused on identifying and addressing fraudulent, unethical, or non-compliant sales behaviors.
• Provide leadership and guidance to teams responsible for investigations, escalations, and compliance-related resolutions.
• Develop executive summaries, case studies, trend analyses, and risk reporting for senior leadership.
• Partner with operational leadership and HR to address policy violations and support appropriate corrective action.

3. AT&T Partnership Management & KPI Oversight
• Support the organization's strategic partnership with AT&T through compliance oversight and operational performance management.
• Monitor and analyze KPIs related to sales quality, cancellations, customer experience, operational compliance, and overall business performance.
• Provide reporting, insights, and strategic recommendations to leadership regarding trends, risks, and performance improvement opportunities.
• Collaborate with internal and external stakeholders to support partner expectations and operational standards.

4. Cancellations Management & Retention Oversight
• Lead initiatives focused on reducing cancellations, improving customer retention, and strengthening operational execution.
• Analyze cancellation trends and operational behaviors to identify root causes and drive corrective action plans.
• Develop reporting and performance insights to support accountability and improve business outcomes.

5. Process Improvement & Leadership
• Lead process optimization, reporting enhancement, and operational improvement initiatives across compliance functions.
• Develop dashboards, KPIs, and reporting tools to improve visibility into operational risk and performance trends.
• Mentor and lead compliance professionals while fostering a culture of accountability, integrity, and continuous improvement.
• Partner with executive leadership on strategic initiatives, operational changes, and enterprise-wide compliance efforts.

Leadership Responsibilities
• Lead and mentor compliance and operational support professionals in a fast-paced, high-growth environment.
• Foster a culture of accountability, integrity, collaboration, and continuous improvement.
• Establish performance expectations, prioritize departmental initiatives, and manage competing deadlines.
• Influence stakeholders across multiple business units and organizational levels.

Qualifications
• Bachelor's degree in Business Administration, Finance, Operations, Risk Management, or related field preferred.
• 3-6+ years of progressive experience in compliance, operations, audit, risk management, or related business functions.

Preferred Skills
• Experience in retail, telecommunications, or multi-unit operations.
• Understanding of loss prevention analytics or operational risk reporting.
• Experience implementing automation or self-service reporting solutions.
• Prior people leadership or team management experience preferred.