Director, Rep Experience & Governance

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 f