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About This Role:

The Director, Product Compliance Operations, plays a critical role in driving Forrester's growth and expanding our client base. This role ensures that our services are delivered in alignment with established business rules and policies to ensure a consistent and high-quality experience for our clients and Forresterites.

The successful candidate for this role will actively monitor and report on adherence to Forrester's business rules and policies for activities such as guidance and inquiry sessions and usage of the Forrester digital platform. This individual will work closely with the sales, customer success, and research organizations to provide information and examples of deviations from agreed-upon policies and standards for those groups to address. By providing regular internal reporting pertaining to compliance and service delivery to license holders (and non-license holders), this position will contribute to the overall growth of our business by highlighting opportunities for account teams to expand our relationships within existing client accounts.

While this role is mainly focused on guidance and inquiry sessions delivered through Forrester Decisions and Forrester Market Insights, and use of our digital platform, it also includes ensuring excellence and compliance for services delivered through advisory and consulting, as well as proofs of concept and other activities done as part of the sales cycle or a "sales-led motion" (e.g., request to help with a renewal). This individual will emphasize the importance - to our clients and to Forrester - of delivering services according to policies and business rules, and be responsible for recommending changes in policies that can improve the customer and employee experience while also supporting our business objectives.

Job Description:

Product compliance monitoring

• Develop and implement a robust system for monitoring client compliance with policies and business rules related to the delivery of our portfolio of services through our research, advisory, and consulting products.
• Develop and implement a robust system for monitoring Forresterite compliance with rules governing the delivery of our services, particularly with respect to guidance and inquiry sessions.
• Produce regular and ad-hoc reports on compliance (and non-compliance) performance, along with commentary and trend analysis.
• Regularly review and assess the effectiveness of current policies and business rules, identifying areas of noncompliance and the associated implications.

Follow-up and enforcement

• Act as the primary point of contact for policy- and quality-related questions and concerns raised by individuals from within research, sales, customer success, and other areas of the company.
• Conduct thorough investigations into reported incidents of noncompliance with established rules and policies and ensuring appropriate actions are taken to rectify the situation (and/or escalate as needed).
• Work with research enablement and operations and sales operations and enablement to ensure our policies and rules are understood and followed
• Collaborate with research enablement and operations to communicate expectations to the research organization - and empower them to provide - high-quality service delivery.
• Monitor and report on the quality of our service delivery; liaise with research leadership to share overall trends and specific areas of low-quality and noncompliant service delivery.

Reporting and analysis

• Generate regular reports and identify trends and patterns related to compliance with business rules and policies. This will particularly focus on volume and nature of incidents related to client noncompliance and noncompliance of internal policies and business rules related to client delivery by Forresterites.
• Present findings to product, research, sales, and CS leadership as appropriate, highlighting areas of concern and recommending corrective actions.
• Monitor and report on requests for exceptions to policies, ensuring timely resolution and maintaining appropriate documentation.

Policy documentation and review

• Maintain a comprehensive repository of all documentation related to product business rules and policies, as well as internal rules for service delivery, ensuring it is up-to-date and easily accessible.
• Collaborate with internal stakeholders to gather feedback on existing business rules, policies, and guidance, identifying areas for improvement or modification.
• Ensure that policies related to service delivery are consistent with other Forrester policies, and collaborate with stakeholders across the organization on overall organization and management of policies.
• Recommend changes to business rules and policies, based on feedback from customers and employees, observations of actual policy implementation, and in the context of competitors' policies.
• Lead efforts to get alignment on and approval of recommended changes; if approved, lead work to update documentation and resources, communicate changes internally (and externally, if required), and partner with ecosystem partners as necessary to educate and enable Forresterites on changes.

Job Requirements:

• Bachelor's degree in business administration or a related field.
• Eight-plus years of proven experience in service delivery operations, compliance management, or a similar role, preferably within the services industry.
• Experience with policy development, documentation, and continuous improvement.
• Knowledge of industry best practices related to service delivery.
• Strong analytical skills, with the ability to identify patterns, trends, and potential risks.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
• Detail-oriented mindset, with focus on accuracy and consistency.
• Strong leadership skills, with the ability to influence and motivate others to achieve policy compliance goals.

Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition, with the exception of New York City. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidate's primary work location, experience, training, education, and credentials.Base salary range: $120,000 - $218,000Base salary range for New York City, NY: $154,000 - $250,000For applicants based in Washington State, the percentage listed here is an estimated incentive bonus target as a percentage of base salary, in accordance with the Forrester Employee Bonus Plan. Individual and company performance, as well as other eligibility criteria, will determine the actual incentive amount.Bonus target: 15%Applicants in Colorado: please refer to the annual base salary range and estimated bonus target indicated below. Base salary is dependent on an employee's experience and skills compared to the requirements of the role.Base salary range: $134,000 - $218,000The following percentage is an estimated variable target as a percentage of base salary, in accordance with the Forrester Employee Bonus Plan. Individual and company performance and other factors as set forth in the applicable plan will determine the actual incentive amount earned.Bonus target: 15%

The application deadline is October 31, 2024. Please refer to the job posting on Forrester.com careers page if the deadline has been extended.

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FLSA Status:

Here at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester's recruitment process. If you would like to discuss a reasonable accommodation, please reach out to accommodationrequest@forrester.com.

Benefits at a Glance

Benefits at a Glance - Cambridge

Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.

Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly