Director of Customer Compliance & Operational Governance

About the role

This is a highly collaborative, cross-functional leadership role for someone who understands the connection between customer requirements and day-to-day operations. You will work closely with Operations, Supply Chain, Logistics, Quality, Customer Service, Sales, IT, Finance, and other teams to ensure requirements are clearly communicated, properly implemented, and consistently maintained.

Responsibilities

• Lead and oversee the company's customer compliance program across multiple customer channels and business units.
• Review and interpret customer requirements, routing guides, scorecards, audits, certifications, and compliance updates.
• Manage customer compliance portals and serve as a key point of contact for customer requirements and compliance activities.
• Coordinate requirements across departments and ensure clear ownership, follow-up, and accountability.
• Monitor customer compliance performance, scorecards, audit findings, and chargebacks to identify risks and improvement opportunities.
• Lead cross-functional initiatives, corrective actions, and process improvements.
• Support customer onboarding, new program launches, and account transitions.
• Partner with IT and business system owners on ERP, WMS, TMS, EDI, and customer-facing compliance requirements.
• Develop and improve processes, procedures, training, and tools that strengthen compliance and operational performance.
• Identify opportunities to streamline processes, improve visibility, and reduce customer compliance risk.
• Serve as a subject matter expert and resource to leadership and cross-functional teams.

Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Logistics, or a related field, or equivalent experience.
• 5+ years of experience in customer compliance, supply chain, logistics, operations, retail support, or a related field.
• Experience interpreting and implementing customer-specific requirements within a manufacturing, distribution, retail, hospitality, or consumer products environment.
• Strong understanding of customer routing guides, packaging and labeling requirements, shipping compliance, and electronic transactions/EDI.
• Experience leading cross-functional projects and driving accountability across multiple departments.
• Strong analytical, organizational, communication, and problem-solving skills.
• Demonstrated experience developing and improving compliance processes and operational programs.

Preferred experience

• Customer compliance experience with major retail, hospitality, foodservice, or e-commerce customers.
• Experience with customer compliance portals, scorecards, audits, and onboarding.
• Familiarity with ERP, WMS, TMS, EDI, and customer-facing compliance systems.
• Experience in consumer products, housewares, hospitality supply, manufacturing, or distribution.

Pay & benefits

• Anticipated salary range: $90,000–120,000 annually, determined based on scope, responsibilities, experience, education, skills, and market conditions.
• Eligible employees may receive quarterly bonus opportunities based on individual and company performance.
• Comprehensive benefits package including medical, life, and disability insurance.
• 401(k) retirement savings plan with company match.
• Company-paid holidays and paid time off (PTO).