Compliance Manager

The Senior Manager, Customer Compliance owns the North America wholesale customer compliance program and operating model. This role sets end-to-end governance, standard operating procedures, and cross-functional accountabilities across Commercial, Logistics, Customer Operations, Finance, and IT. Rather than managing claims intake, this hands-on leadership role focuses on operational prevention, maintaining customer requirements, running portal/exception workflows, optimizing value-added services, and reducing chargebacks.

Key Responsibilities

• Program Governance & Operating Model: Establish end-to-end operating standards, RACI, SOPs, and cross-functional performance cadences across Commercial, Logistics, Customer Operations, Finance, and IT.
• Customer Requirements & Onboarding: Own customer vendor guides, routing guides, packaging/labeling specs, and onboarding readiness. Evaluate operational feasibility and cost impact of requirement changes.
• Portal Operations & Exception Management: Direct day-to-day operations in customer vendor portals for routing, appointments, and scorecards. File and track exception tickets at the point of occurrence for external issues (e.g., carrier no-shows, system errors).
• Chargeback Prevention & AR Partnership: Drive non-compliance chargeback reduction strategies. Analyze operational failure patterns and provide Accounts Receivable with structured, fact-based operational evidence for claims resolution.
• Value-Added Services (VAS) & Cost Control: Audit VAS defect drivers, simplify requirement complexities with commercial teams, and execute network-wide cost reduction initiatives.
• Performance Reporting & Continuous Improvement: Develop executive scorecards (OTIF, chargeback rates, routing compliance, ASN accuracy). Implement durable corrective actions, workflow automations, and training to eliminate root causes.

Qualifications & Experience

Required:

• Subject Matter Expertise: In-depth knowledge of North America wholesale operations, vendor routing guides, compliance manuals, EDI/ASN requirements, distribution execution, and order-to-cash processes.
• Chargeback & Root Cause Analysis: Demonstrated experience in chargeback prevention, root-cause taxonomy, operational audit tracking, and supporting dispute resolution.
• Cross-Functional Leadership: Proven ability to establish governance, manage change, and drive alignment across non-direct reporting teams.
• Analytics & Systems: Advanced Excel, PowerPoint, and BI visualization tools (Power BI, Tableau). Strong hands-on experience with ERP, WMS, TMS, and customer vendor portals.

Preferred:

• Direct experience managing compliance programs for major national retail accounts.
• Experience with SAP S/4HANA.
• Experience managing 3PL logistics performance and SLAs.
• Continuous Improvement credentials (e.g., Lean or Six Sigma).