Operations Resilience Director

Compass Datacenters • $150K — $180K *
Dallas, TX 75217In-Person
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years in operations management, incident management, or business continuity planning
  • Experience leading 24/7 teams across multiple locations
  • Strong analytical skills to assess processes and identify gaps
  • Proficiency in industry frameworks like ITIL and NIST
  • Excellent communication and interpersonal skills for cross-functional collaboration
  • Experience with AI and automation in operational environments
  • Ability to work in fast-paced, high-accountability settings

Responsibilities

  • Oversee and manage 24/7 teams ensuring full operational coverage
  • Lead operational activities for incident management and continuity planning
  • Steward incident processes for high-impact events and manage escalations
  • Capture and implement customer feedback for continuous improvement
  • Maintain KPI tracking to enhance operational workflows and tools
  • Assess incident management processes and develop strategic improvement plans
  • Coordinate risk assessments to inform Business Continuity strategies

Benefits

  • Opportunity for career growth in a leadership role
  • Engagement with modern AI tools and automation for efficiency
  • Chance to shape operational resilience strategy in a dynamic environment
  • Support for professional development and training opportunities
  • Flexible work arrangements with remote capabilities
  • Collaborative culture driving continuous improvement
  • Involvement in proactive crisis management training and scenarios
Full Job Description
The Operations Resilience Director at Compass owns the strategic direction and continuous improvement of both incident management and business continuity planning - assessing current-state process, tooling, and governance holistically across Operations, and driving a roadmap that scales as the business grows. This role manages a 24x7x365 team out of two locations, balancing hands-on operational leadership with the ability to influence process and stakeholders beyond direct reporting lines, and manages the full lifecycle of operational incidents and continuity events from detection through resolution and root cause analysis.

This role drives continuity and rapid response between our on-site Operations teams, Strategic Partners and Customers - and maintains KPIs and performance tracking to enable effectiveness of the workflows and tools. A key focus is also deploying AI and automation to increase efficiency and eliminate errors.

Success in this role requires a balance of strong leadership, critical thinking, and a forward-looking approach to technology - with the ability to perform in a fast-paced, high-accountability environment.

People:
  • Oversee 24x7x365 team operations across two locations
  • Responsible for maintaining 24x7x365 staff levels, and ensuring 100% coverage
  • Provide operational and tactical leadership
  • Responsible for ensuring all staff are properly trained
  • Prioritize and manage deliverables for the team to execute
  • Motivate, coach, and lead the team to achieve department goals
  • Drive cross-functional collaboration to ensure program success and a positive customer experience

Process Owner:
  • Steward incident process and activities for high impacting incidents, across the portfolio
  • Own the incident severity classification framework (Sev 1-3) and corresponding escalation and notification matrix, including bridge command responsibilities for high-impact events
  • Manage customer relationship and ensure the appropriate level of transparency is consistently provided to process stakeholders (internal or external)
  • Capture Customer feedback for improvement opportunities and ensure notification / SLA requirements are followed
  • Monitor activities to make sure deliverables are being met and processes are being followed
  • Enable the collection, tracking, and recording of data for incident response & reporting requirements
  • Conduct annual reviews & updates Program/policy documents, and subsequent training content
  • Maintain KPIs to identify opportunities to eliminate errors through drills & tabletop exercises
  • Responsible for creating and maintaining the Ops ticketing standards & guidelines
  • Support evidence collection and inquiries for Operational audits

Strategy & Program:
  • Assess incident management process, tooling, and governance holistically across Operations; identify structural gaps versus industry frameworks (e.g., ITIL, NIST)
  • Build and maintain a strategic roadmap to senior leadership, including any business case for investment
  • Influence adoption of improved process and governance with stakeholders and teams outside direct reporting authority
  • Coordinate & contribute to risk assessments (threat and vulnerability analysis) to inform Business Impact Analysis and continuity strategy
  • Steward and maintain the Business Continuity Planning (BCP) policy for Operations, including Business Impact Analysis with defined Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO), and periodic plan updates
  • Shepherd recurring BCP tabletop exercises in coordination with Incident Mgmt drills, ensuring incident response and continuity planning are tested
  • Contribute to the crisis communications plan for incidents and continuity events, defining notification protocols and messaging for executives, customers, and (where applicable) external stakeholders
  • Map critical vendor and supply chain dependencies (power, cooling, connectivity, and other third parties) and incorporate their continuity risk into the Operations Resilience strategy
  • Embodies Compass' four Core Convictions in daily leadership - Humility In, Pride Out, Actions & Words Are One, Continuous Improvement of People, Processes and Systems, and We Ask Why
  • Required to travel up to 20%

About Compass Datacenters

Compass, Inc. is an American licensed real estate broker that utilizes the Internet as a marketing medium with the use of real estate technology. Compass employs more than 20,000 agents who earn a percentage of the selling price and give 15 to 30 percent on each sale to Compass. Compass specializes in high-margin, luxury homes in upscale markets. Founded in 2012, the company is headquartered in New York City. The company provides software to real estate agents. Compass is the first company to have built a proprietary mobile app for real estate agents. Compass operates in 20 U.S. markets including New York, Philadelphia, Boston, Washington D.C., Dallas, South Florida, San Francisco, Chicago, Los Angeles, Aspen, The Hamptons, Santa Barbara and Newport Beach. Compass has raised a total of US$1.5 billion from investors such as Founders Fund, Wellington Management and Institutional Venture Partners, Fidelity Investments, Dragoneer Investment Group, Canada Pension Plan Investment Board and SoftBank Vision Fund. Compass was named Mid-Sized Business of the Year by the Manhattan Chamber of Commerce in 2015. Compass was named to Crain's Fast 50, Inc. 5000, and Glassdoor's Best Places to Work in 2018. Compass received a Webby Award for Best Real Estate Website, and was named to Fast Company's Best Workplaces for Innovators in 2019. Compass won the 2020 Webby People’s Voice Award for Real Estate in the category Web.
Learn more about Compass Datacenters
Industry
Information Technology
* Ladders Estimates

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