Campus Pride Jobs

At Forrester, we're trusted to work on trailblazing, mission critical problems that business and technology leaders face today. That's why we're always looking to empower talented individuals to perform at their best every single day. We're proud of our community of smart people and vibrant voices who come together to do what's right by our clients and each other. Our success is driven by curiosity, courage and customer obsession. The confidence and drive to be bold at work. Join us and build an extraordinary future. 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 tren