Director, Operations Resilience

The Director, Operations Resilience at Compass owns the strategic direction and continuous improvement of both incident management and business continuity planning — assessing current-state process, tooling, and governance holistically across Operations, and driving a roadmap that scales as the business grows. This role manages a 24x7x365 team out of two locations, balancing hands-on operational leadership with the ability to influence process and stakeholders beyond direct reporting lines, and manages the full lifecycle of operational incidents and continuity events from detection through resolution and root cause analysis. This role drives continuity and rapid response between our on-site Operations teams, Strategic Partners and Customers - and maintains KPIs and performance tracking to enable effectiveness of the workflows and tools. A key focus is also deploying AI and automation to increase efficiency and eliminate errors. Success in this role requires a balance of strong leadership, critical thinking, and a forward-looking approach to technology — with the ability to perform in a fast-paced, high-accountability environment. People: Oversee 24x7x365 team operations across two locations Responsible for maintaining 24x7x365 staff levels, and ensuring 100% coverage Provide operational and tactical leadership Responsible for ensuring all staff are properly trained Prioritize and manage deliverables for the team to execute Motivate, coach, and lead the team to achieve department goals Drive cross-functional collaboration to ensure program success and a positive customer experience Process Owner: Steward incident process and activities for high impacting incidents, across the portfolio Own the incident severity classification framework (Sev 1-3) and corresponding escalation and notification matrix, including bridge command responsibilities for high-impact events Manage customer relationship and ensure the appropriate level of transparency is consistently provided to process stakeholders (internal or external) Capture Customer feedback for improvement opportunities and ensure notification / SLA requirements are followed Monitor activities to make sure deliverables are being met and processes are being followed Enable the collection, tracking, and recording of data for incident response & reporting requirements Conduct annual reviews & updates Program/policy documents, and subsequent training content Maintain KPIs to identify opportunities to eliminate errors through drills & tabletop exercises Responsible for creating and maintaining the Ops ticketing standards & guidelines Support evidence collection and inquiries for Operational audits Strategy & Program: Assess incident management process, tooling, and governance holistically across Operations; identify structural gaps versus industry frameworks (e.g., ITIL, NIST) Build and maintain a strategic roadmap to…