Customer Compliance Manager (Supply Chain)

Dyson•Chicago, IL

7d•$109,000 - $127,000•Onsite

About The Position

The Supply Chain Customer Contracts & Compliance Manager leads customer compliance, contract governance, and customer operations across Dyson’s strategic retail accounts. The role manages a team focused on retailer compliance, deductions and chargebacks, customer claims resolution, and operational performance, partnering with Sales, Logistics, Supply Chain, Customer Service, Finance, and Dyson Business Services. The manager drives improvements to customer experience, compliance-related costs, operational execution, and relationships with retail partners such as Amazon, Costco, Best Buy, Walmart, and Target. The role is an escalation point for customer compliance issues and develops scalable processes, controls, and reporting to support Dyson’s growth. Responsibilities also include leading and developing analysts; overseeing retailer requirements, contracts, deductions, claims, customer scorecards, and performance metrics; managing related budgets and reporting; and leading cross-functional process improvement and strategic projects. The position is based at Dyson’s Chicago office.

Requirements

Bachelor’s degree in Business, Supply Chain, Logistics, Finance, or a related field.
At least 8 years of experience in Customer Operations, Customer Compliance, Retail Operations, Supply Chain, Logistics, Finance, or a related discipline.
At least 2 years of people leadership experience, including coaching, developing, and managing teams.
Experience working with major retailers such as Amazon, Walmart, Costco, Best Buy, Target, or similar accounts.
Strong understanding of customer-facing performance metrics, including OTIF, service levels, customer scorecards, and continuous improvement initiatives.
Experience managing customer deductions, chargebacks, claims, disputes, compliance programs, or similar customer operational processes.
Experience reviewing and managing customer contracts, retailer requirements, and compliance obligations.
Strong financial acumen and experience managing budgets, penalties, recovery efforts, and business performance metrics.
Ability to influence cross-functional stakeholders and drive alignment across Sales, Supply Chain, Logistics, Finance, and Customer Service.
Advanced analytical and problem-solving skills, with strong proficiency in Microsoft Excel and reporting tools.
Excellent communication, presentation, stakeholder management, and relationship-building skills.
Passion for delivering exceptional customer experiences and driving operational excellence in a fast-paced environment.

Nice To Haves

Experience with SAP or other ERP systems.

Responsibilities

Lead, coach, and develop analysts responsible for customer compliance, deductions, claims management, and customer operational support.
Set team objectives, performance metrics, and development plans; foster accountability, continuous improvement, and customer-centric decision-making.
Own compliance programs across strategic retail accounts, ensuring adherence to customer requirements, routing guides, contracts, and operational standards.
Partner with Sales Account Managers and customers to identify, assess, and mitigate compliance risks.
Oversee deductions, chargebacks, shortages, penalties, and compliance claims, ensuring timely investigation and resolution.
Review customer contracts and operational requirements and translate business needs into effective processes and controls.
Drive consistent contract governance and compliance management across customer accounts.
Lead initiatives to improve customer experience and operational execution across the customer order lifecycle.
Monitor customer scorecards, OTIF performance, service-level metrics, and compliance indicators, and identify improvement opportunities.
Serve as the primary escalation point for significant customer operational and compliance issues.
Build relationships with customers and internal stakeholders to support long-term business objectives.
Manage budgets related to compliance penalties, claims, and deductions; identify cost-reduction and recovery opportunities.
Develop and present reporting on compliance performance, scorecards, deductions, claims trends, root-cause analysis, and financial impact.
Use analytics and insights to drive continuous improvement and operational excellence.
Partner with Supply Chain, Logistics, Customer Service, Finance, Sales, and Dyson Business Services to develop and implement process improvements.
Lead cross-functional efforts to strengthen operational controls and reduce compliance risk.
Represent Dyson in customer meetings and support executive-level discussions on operational performance and improvement initiatives.
Lead strategic projects focused on customer operations, compliance performance, and process optimization.