Manager - NAM Compliance

Lifewave Inc•Draper, UT

10d•Hybrid

About The Position

The North America (NAM) Compliance Manager is responsible for the overall success of NAM Compliance initiatives and assigned compliance projects under the direction of the Global Compliance Director. The manager oversees NAM compliance matters and processes and manages a team of approximately 6–8 NAM Compliance employees, including NAM Compliance Specialists. The role provides day-to-day leadership, coaching, training coordination, workload management, and operational oversight. It establishes priorities and performance measures, monitors case quality and team effectiveness, and supports employee development and workforce-management activities. The manager also serves as a key compliance liaison to NAM Sales, Customer Service/Support, Marketing, Communications, field leadership, and other internal partners. The position oversees compliance intake, monitoring, investigations, case documentation, decisions, corrective actions, and remediation involving NAM Brand Partners and Customers. It supports compliance education and global initiatives, identifies and escalates risks, prepares reports and insights for leadership, and may serve as a designated contact for regulatory, governmental, legal, or other external matters as directed. The role reports to the Global Compliance Director. This is an office-based position in Draper, Utah, with the potential for hybrid work within Utah only, subject to approval. Employees in hybrid settings are expected to maintain the same performance, engagement, and availability as in-office employees.

Requirements

High school diploma, bachelor’s degree, or equivalent experience; the posting lists these as minimum qualifications, while also describing a bachelor’s degree as preferred.
2–4 years of experience in the direct sales industry.
5–7 years of program/project management experience.
Previous experience with and working knowledge of compliance processes and functions.
Proficiency with relevant computer systems, including Microsoft Office Suite and content and presentation creation tools.
Ability to maintain confidentiality and handle sensitive information with discretion.
Strong leadership and management skills.
Strong written and oral communication skills.
Strong analytical, critical-thinking, problem-solving, and research skills.
Strong background in developing and implementing training programs, with proficiency in training and content application.
Proficiency in data collection and analysis.
Experience with systems setup, integrations, and automation.
Experience communicating effectively with a broad range of teams, departments, and stakeholders.
Ability to work effectively and cohesively with all departments and personnel.
Ability to adapt to frequent changes and handle time-sensitive, high-pressure demands.
Proficiency in learning, understanding, and training on SOPs and instructional documents.

Responsibilities

Provide day-to-day leadership, coaching, direction, and support to NAM Compliance employees; conduct team meetings and individual check-ins.
Coordinate ongoing employee training and ensure changes to policies, procedures, SOPs, and compliance expectations are communicated and implemented.
Monitor employee workload, engagement, performance, attendance, schedule adherence, availability, productivity, case volume, and case aging; adjust assignments and priorities as needed.
Manage the NAM Compliance team’s operations, including a team of approximately 6–8 employees, and escalate significant risks, trends, resource needs, and policy matters to the Global Compliance Director.
Review and approve timesheets and time-off requests, and partner with Human Resources and the Global Compliance Director on recruiting, hiring, performance management, and other employment decisions.
Guide complex, sensitive, or escalated compliance matters and directly manage cases when appropriate.
Establish and review performance metrics and KPIs, assess case quality and consistency, and report compliance insights to leadership.
Use compliance data, case trends, and operational analytics to identify risks, recurring issues, training needs, resource requirements, and process-improvement opportunities.
Lead or participate in process-improvement initiatives and assist with departmental goals, priorities, workflows, service expectations, and resource planning.
Collaborate with internal business partners to provide compliance guidance on programs, communications, field initiatives, and marketing or sales materials.
Oversee monitoring and review of NAM Brand Partner and Customer activity for potential policy, compensation plan, regulatory, or other standards violations.
Manage compliance intake channels and ensure concerns are triaged, prioritized, investigated, documented, and resolved within established timelines.
Conduct or oversee investigations, evaluate evidence against applicable policies and enforcement standards, and determine appropriate remediation or corrective action.
Ensure compliance decisions are documented and consistently applied; draft, review, approve, and maintain notices, warning letters, remediation requests, educational communications, and case summaries.
Implement approved corrective actions and sanctions, monitor remediation, and maintain complete case records in accordance with documentation and retention requirements.
Escalate significant, high-risk, repeat, sensitive, or precedent-setting matters to the Global Compliance Director and other appropriate stakeholders.
Provide compliance policy guidance and case-related support to NAM Sales, Customer Service/Support, and other departments.
Develop templates, talking points, educational communications, and resources to support consistent responses to sensitive or complex matters.
Provide compliance education to NAM Brand Partners, field leadership, and internal stakeholders, and recommend proactive education or process changes based on recurring behaviors or misunderstandings.
Support global compliance initiatives in the NAM region and provide regional feedback on effectiveness, operational challenges, and emerging risks.
Serve as a designated NAM Compliance contact for external matters when directed, coordinate with Legal and Regulatory before substantive responses, and assist with records and information gathering.
Promptly escalate regulatory inquiries, legal demands, governmental communications, and other matters presenting material risk.
Participate in cross-functional and global compliance initiatives, projects, audits, training programs, and process-improvement efforts, and perform other assigned compliance and management responsibilities.