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Jacksonville, Florida, United States
Onsite
Manage and continuously improve SMB sales compliance processes, including oversight of AI-driven detection and analytics tools, to ensure compliance issues are identified quickly, escalated, addressed, and remediated appropriately, consistently, and on time.
Oversee day-to-day administration of the SMB sales compliance processes, with a primary focus on SMB Sales, including the relationship with Dun & Bradstreet’s third party Quality Assurance Provider and the telephone sales program it monitors.
Partner with SMB Sales leadership and technology providers to ensure regulatory obligations, including D&B’s Consent Order Section VII telemarketing monitoring requirements, consumer protection standards, and applicable laws are effectively built into sales processes, scripts, systems, and supporting technologies.
Own the relationship with the Company's independent, third-party Quality Assurance Provider; ensure statistically valid, representative sampling of sales communications; and oversee the monthly Communications Report on misrepresentations and required-disclosure failures.
Partner with SMB, People team, and other Regulatory, Compliance and Ethics (RCE) teams to coordinate and monitor the effective implementation and continuous improvement of a compliance training curriculum for SMB and the D&B Executive Response Team (ERT).
Manage and continuously improve the Company's compliance monitoring analytics, including sampling methodology, risk scoring, trend and root-cause analysis, and performance metrics.
Utilize AI and data science techniques — including machine learning models, speech/text analytics, and automated anomaly detection — to continuously improve the Compliance Monitoring and Analytics Program's coverage, accuracy, and efficiency.
Administer and continuously refine the discipline and escalation framework for confirmed violations, coordinating coaching, warnings, and termination decisions with Sales Leadership, People and Legal team.
Partner with other parts of the RCE team to align monitoring and analytics activities with the Company's broader Regulatory, Compliance and Ethics program, including periodic management and board reporting and the annual Program effectiveness evaluation.
Support Annual Certification and Reportable Incident processes by supplying accurate records, metrics, and root-cause analysis related to sales compliance findings.
Maintain audit-ready documentation evidencing the design, operation, and effectiveness of the compliance monitoring and analytics program.
Monitor emerging regulatory, technology, and AI developments affecting sales compliance and consumer protection, and proactively adapt the Program — including rapidly pivoting monitoring priorities in response to new, time-sensitive issues.
Bachelor's degree in Business, Statistics, Data Science, Law or related areas. Master’s degree is a plus.
7+ years of experience in sales compliance, consumer protection compliance, compliance monitoring, or a related regulatory/analytics function, with at least 5 years of people management experience
Strong knowledge of sales practices and the regulatory environment governing them, including consumer protection principles and the telephone sales and marketing regulatory requirements, such as the TCPA.
Demonstrated experience building or significantly improving compliance monitoring programs, analytics capabilities, or AI-driven detection processes.
Strong analytics skills, including the ability to design or evaluate statistically valid sampling and monitoring methodologies and translate data into actionable findings.
Experience partnering with business leadership, technology teams, and/or third-party vendors to embed compliance requirements into processes and systems.
A builder and innovator mindset, with comfort operating amid change and the ability to rapidly pivot to address new, time-sensitive issues.
Strong written and verbal communication skills, with experience producing reports and materials suitable for leadership, audit, or board-level review.
Ability to work cross-functionally across Sales, People, Legal, Compliance, and Technology teams
Direct experience operating under an FTC or other regulatory consent order or similar enforcement agreement is preferred
Hands-on experience applying AI/ML techniques to compliance monitoring is an advantage
Proficiency in Microsoft Office Suite skills
Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
Where applicable, fluency in English and languages relevant to the working market.
Ability to sit, speak and operate telephone and/or computer for long periods of time
Ability to handle pressure, stressful conditions, and conflict resolution
Ability to work day, evening and/or weekend hours as needed
Regular attendance in the office
