Sr. Manager, Customer Onboarding & Compliance COE

Kontoor Brands•Greensboro, NC

13d

About The Position

The Senior Manager, Customer Onboarding & Compliance is responsible for designing, governing, and scaling global processes that support consistent customer onboarding, operational compliance, and execution readiness across regions and brands. As part of the global Customer Service Center of Excellence (COE), this role sets process strategy, standards, controls, and governance, and leads a team executing processes for new customers, channels, acquisitions, and business expansions. The role is the global process owner and strategic subject matter expert for customer onboarding, EDI compliance, routing and shipping requirements, chargeback prevention, customer master data governance, and operational compliance. It works with Sales, Customer Service, Supply Chain, Logistics, IT, Finance, and regional leadership to establish operating models, performance measures, governance routines, and escalation paths that support standardization, risk reduction, and scalable growth.

Requirements

Bachelor's degree in Business, Supply Chain, Operations, Logistics, Information Systems, or a related field.
At least 5 years of experience in Customer Service, Order Management, Customer Onboarding, Compliance, Supply Chain, or related functions.
Strong knowledge of retailer compliance requirements, EDI processes, and order-to-cash operations.
Experience leading cross-functional projects and managing complex customer implementations.
Strong analytical, project management, and problem-solving skills.
Excellent communication and stakeholder management capabilities.

Nice To Haves

Experience supporting global customer service or supply chain organizations.
SAP, ERP, EDI, and customer onboarding platform experience.
Knowledge of chargeback management and retailer compliance programs.
Experience in consumer products, apparel, footwear, retail, or wholesale industries.
Lean Six Sigma, PMP, or process improvement certification.

Responsibilities

Define and own global customer onboarding and compliance process architecture across regions, brands, channels, and business models.
Establish process standards, governance forums, decision rights, documentation requirements, and escalation protocols.
Translate enterprise strategy, customer requirements, and operational risk into process roadmaps, priorities, and implementation plans.
Lead process design reviews and readiness checkpoints for new customers and requirements.
Develop KPIs, governance scorecards, and performance insights to monitor process health, adoption, readiness, and compliance.
Represent the Customer Service COE in defining global best practices and governance routines.
Lead, coach, and prioritize direct reports responsible for onboarding, compliance, master data, and process controls.
Build team capability in process discipline, customer requirement interpretation, risk identification, root cause analysis, and cross-functional execution.
Set accountability for execution, issue resolution, documentation quality, and continuous improvement.
Create capacity planning, role clarity, and operating routines to support current processes and growth initiatives.
Own compliance programs for retailer, wholesale, marketplace, and distributor requirements.
Ensure adherence to customer routing guides, shipping requirements, labeling standards, EDI specifications, and operational policies.
Monitor and analyze chargebacks, deductions, and compliance trends; partner with Logistics, Distribution, and Customer Service to address root causes and implement corrective actions.
Develop strategies to reduce compliance-related costs and improve customer scorecard performance.
Oversee customer onboarding governance and customer master data integrity, including accurate customer attributes, EDI profiles, shipping instructions, compliance requirements, and service agreements.
Establish data quality and consistency policies and controls, and lead governance reviews for customer setup requests and modifications.
Serve as business lead for customer onboarding systems and EDI compliance processes; partner with IT and external providers on integrations and system enhancements.
Support testing, validation, and deployment for onboarding initiatives, and maintain workflow documentation and process standards.
Identify opportunities to automate onboarding, compliance monitoring, and reporting; develop scalable processes and implement continuous improvement initiatives across regions.
Benchmark performance and recommend enhancements to customer experience and operational effectiveness.
Coordinate onboarding and compliance activities globally with Commercial, Customer Service, Supply Chain, Distribution, Finance, Legal, and IT leaders.
Support customer-facing discussions about onboarding requirements, compliance performance, and operational readiness.
Report to leadership on onboarding performance, compliance trends, risks, and opportunities.