Sr. Manager, Customer Onboarding & Compliance COE

Kontoor Brands, Inc. • Greensboro, NC

14d

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, and controls, and leads a team executing processes that support 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 the operating model, governance cadence, performance measures, and escalation paths needed to reduce risk, standardize execution, and support scalable growth.

The position leads global process design and governance, people and execution, compliance programs, customer master data controls, EDI and systems initiatives, and process improvement. It also coordinates onboarding and compliance activities globally, supports customer-facing discussions, and reports performance, trends, risks, and opportunities to leadership.

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 the global customer onboarding and compliance process architecture across regions, brands, channels, and business models.
• Establish global 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 global process design reviews and readiness checkpoints for new customers and requirements.
• Develop KPIs, governance scorecards, and performance insights to monitor process health, adoption, service readiness, and compliance outcomes.
• Represent the Customer Service COE in defining global best practices, process standards, and governance routines.
• Lead, coach, and prioritize the work of direct reports executing onboarding, compliance, master data, and process control activities.
• Build team capability in process discipline, customer requirement interpretation, risk identification, root cause analysis, and cross-functional execution.
• Set accountability for process execution, issue resolution, documentation quality, and continuous improvement across direct reports and regional partners.
• Create capacity planning, role clarity, and operating routines to support current processes and transformation and growth initiatives.
• Own compliance programs related to 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 performance trends.
• Partner with Logistics, Distribution, and Customer Service to identify 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.
• Ensure accurate setup and maintenance of customer attributes, EDI profiles, shipping instructions, compliance requirements, and service agreements.
• Establish policies and controls to support data quality and consistency across systems.
• Lead governance reviews for customer setup requests and modifications.
• Serve as the business lead for customer onboarding systems and EDI compliance processes.
• Partner with IT and external providers to implement customer integrations and system enhancements.
• Support testing, validation, and deployment for customer onboarding initiatives.
• Maintain documentation and process standards for onboarding and compliance workflows.
• Identify opportunities to automate onboarding, compliance monitoring, and reporting.
• Develop scalable global processes that support growth and operational efficiency.
• Implement best practices and continuous improvement initiatives across regions.
• Benchmark performance and recommend enhancements to improve customer experience and operational effectiveness.
• Coordinate onboarding and compliance activities globally.
• Partner with Commercial, Customer Service, Supply Chain, Distribution, Finance, Legal, and IT leaders to ensure alignment and execution.
• Support customer-facing discussions regarding onboarding requirements, compliance performance, and operational readiness.
• Provide leadership with regular reporting and insights on onboarding performance, compliance trends, risks, and opportunities.

Benefits

• Comprehensive benefits package with choice and flexibility to support employees and their families.
• Resources supporting physical, emotional, social, and financial wellbeing.
• Apparel discounts.
• Four weeks of Paid Parental Leave for eligible employees who are new parents.
• Flexible Fridays.
• Tuition Reimbursement.
• A workplace culture centered on equitable opportunities and belonging.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior