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.
- 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.
- 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).
location: Columbus, OH
job type: Permanent
salary: 65 - 65 USD per hour
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
