Compliance Manager

Randstad USA; Columbus (OH); On-site; USD 140,000 - 190,000; Full time

Job summary

Randstad USA seeks a Senior Manager, Customer Compliance to own the North America wholesale customer compliance program and operating model. This hands-on leadership role sets governance, SOPs, and cross-functional accountabilities across Commercial, Logistics, Customer Operations, Finance, and IT.

You focus on prevention, portal workflows, VAS cost control, and reducing chargebacks, while partnering with AR and operations to drive root-cause resolution and continuous improvement.

Qualifications

• In-depth knowledge of North America wholesale operations, vendor routing guides, compliance manuals, EDI/ASN requirements, distribution execution, and order-to-cash processes.
• Demonstrated experience in chargeback prevention, root-cause taxonomy, operational audit tracking, and dispute resolution support.
• Proven ability to establish governance, manage change, and drive alignment across non-direct reporting teams.
• Strong analytics and hands-on experience with ERP, WMS, TMS, and customer vendor portals.

Responsibilities

• Establish end-to-end operating standards, RACI, SOPs, and cross-functional performance cadences across Commercial, Logistics, Customer Operations, Finance, and IT.
• Own customer vendor guides, routing guides, packaging/labeling specs, and onboarding readiness. Evaluate cost impact of requirement changes.
• Direct day-to-day portal operations for routing, appointments, and scorecards. File and track exception tickets for external issues.
• Drive non-compliance chargeback reduction strategies and provide evidence for dispute resolution.
• Audit VAS defect drivers, simplify requirement complexities with commercial teams, and pursue network-wide cost-reduction initiatives.
• Develop executive scorecards (OTIF, chargeback rates, routing compliance, ASN accuracy) and implement durable corrective actions and training.

Skills

North America wholesale operations

Vendor routing guides & EDI/ASN

Chargeback prevention

Cross-functional leadership

Data analytics & BI (Power BI/Tableau)

ERP/WMS/TMS proficiency

Tools

ERP systems

WMS

TMS

Customer portals

Power BI

Tableau

Job description

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.

Qualifications & Experience

Required:

• 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.

Preferred:

• 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).