Director, Rep Experience & Governance
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Job details
Director, Rep Experience and Governance
We are seeking a seasoned and strategic leader to join our Commissions Transformation & Operations organization as Director, Rep Experience and Governance. This role is critical in ensuring a consistent, transparent, and trusted sales compensation experience for the field, while driving operational discipline, governance, and structural improvement at scale.
This position is designed for someone who wants to move beyond reactive issue management into problem solving, operating model design, and continuous improvement. You will have the opportunity to influence how compensation support is delivered, how issues are prevented upstream, and how governance and communications are executed across the organization.
You will partner closely with Finance, IT, Sales Operations, Commercial Excellence, and other cross‑functional teams to:
- Own the end‑to‑end sales compensation experience from the field perspective, ensuring predictable outcomes, transparency, and trust.
- Lead field communications related to compensation, including policy updates, payout timing, known issues, and expectation setting.
- Establish a clear and consistent communications strategy that reduces confusion, repeat inquiries, and leadership escalations.
- Drive the overarching strategy and ensure consistency for case management and service operations by establishing standards for quality, timeliness, and uniformity across all compensation inquiries, without serving as the direct resolver of cases.
- Define, measure, and improve rep experience KPIs, including SLA performance, first‑contact resolution, repeat case rate, aging, and escalation trends.
- Enforce compensation governance and policy adherence, including exception management standards and documentation discipline.
- Partner with upstream teams to investigate root causes and reduce recurring issues related to data, systems, incentives, or processes.
- Drive continuous improvement initiatives, including automation, AI‑enabled case deflection, and migration to scalable shared‑service models.
About the Role
In this opportunity as Director, Rep Experience and Governance, you will:
- Lead and develop case operations and shared services teams supporting sales compensation.
- Own field‑facing communications, ensuring messaging is timely, accurate, and aligned across Finance, Sales, and Operations.
- Establish and maintain service tiers, intake models, and resolution pathways aligned to issue complexity.
- Drive transparency through dashboards, scorecards, standardized communications, and regular reviews with Sales and Finance leadership.
- Reduce operational noise by eliminating avoidable cases through root cause analysis, proactive communications, and structural fixes.
- Partner with Finance to manage overpayments, clawbacks, audit readiness, and controls documentation.
- Proactively identify and mitigate systemic compensation risk.
- Sponsor process deep dives to reduce manual intervention and improve scalability.
About You
You're a fit for the role of Director, Rep Experience and Governance if your background includes:
- 10+ years of experience in sales compensation, revenue operations, finance operations, or a related field.
- Proven experience (5+ years) leading service operations, case management, or field‑facing support organizations at scale.
College degree required and graduate degree or certification in finance or accounting preferred.
Experience working with Salesforce case management and/or Varicent (or similar ICM systems such as Callidus or Xactly).
Strong executive presence with the ability to enforce standards and communicate clearly with senior stakeholders and the field.
Deep understanding of incentive governance, policy frameworks, and operational controls.
Comfortable operating in high‑complexity, ambiguous environments.
Experience partnering with technology, data, and transformation teams to drive change.
Demonstrated ability to translate complex policy and operational topics into clear, consumable field messaging.
Why This Role?
This is an opportunity to play a foundational leadership role in stabilizing and modernizing the sales compensation experience. You will directly influence field trust by combining strong governance, disciplined operations, and clear, proactive communication.
The role offers the chance to move beyond firefighting and instead shape how compensation is experienced, understood, and supported, reducing noise for the field and enabling leadership to operate with confidence.
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What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
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