Customer Compliance Manager (Supply Chain)
Dyson Institute
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Benefits offered by this job
Job summary
Dyson Institute in Chicago seeks a Supply Chain Customer Contracts & Compliance Manager to lead compliance programs, deductions, and contract governance for major retail accounts. You will partner with Sales, Logistics, and Finance to improve customer experience and drive cost efficiency across operations.
You will oversee team performance, develop scalable processes, and manage reporting on compliance metrics, scorecards, and financial impact for key partners such as Amazon, Costco, Best Buy,
Qualifications
- Bachelor's degree in Business, Supply Chain, Finance, or related field.
- 8+ years in Customer Operations, Compliance, or Supply Chain roles.
- 2+ years in people leadership and coaching.
Responsibilities
- Lead customer compliance, deductions, and claims management across strategic retail accounts.
- Oversee contract governance, retailer requirements, and operational standards.
- Improve customer experience and OTIF and scorecard performance.
- Partner with Sales, Logistics, Finance, and Customer Service to drive improvements.
- Develop reporting and analytics to quantify impact and drive action.
Skills
Education
Tools
Job description
Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood with an additional office located in New York City. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.
The Supply Chain Customer Contracts & Compliance Manager is responsible for leading customer compliance, contract governance, and customer operations across Dyson's strategic retail accounts. This role manages a team focused on retailer compliance, deductions and chargebacks, customer claims resolution, and operational performance while partnering closely with Sales, Logistics, Supply Chain, Customer Service, Finance, and Dyson Business Services. The successful candidate will drive initiatives that improve customer experience, reduce compliance-related costs, enhance operational execution, and strengthen relationships with key retail partners including Amazon, Costco, Best Buy, Walmart, Target, and others. This role will serve as a key escalation point for customer compliance issues while developing scalable processes, controls, and reporting that support Dyson's continued growth.
- Lead, coach, and develop a team of analysts responsible for customer compliance, deductions, claims management, and customer operational support.
- Establish team objectives, performance metrics, and development plans to drive engagement and high performance.
- Foster a culture of accountability, continuous improvement, and customer-centric decision-making.
- Provide ongoing mentorship, feedback, and support to team members.
- Own compliance programs across strategic retail accounts, ensuring adherence to customer requirements, routing guides, contractual agreements, and operational standards.
- Partner closely with Sales Account Managers and customers to identify, assess, and mitigate compliance risks.
- Oversee customer deductions, chargebacks, shortages, penalties, and compliance claims, ensuring timely investigation and resolution.
- Review customer contracts and operational requirements, translating business needs into effective processes and controls.
- Drive consistency in contract governance and compliance management practices across all customer accounts.
- Lead initiatives that improve customer experience and operational execution across the customer order lifecycle.
- Monitor customer scorecards, OTIF performance, service-level metrics, and compliance indicators, identifying opportunities for improvement.
- Serve as the primary escalation point for significant customer operational and compliance issues.
- Build strong relationships with customers and internal stakeholders to support long-term business objectives.
- Manage budgets related to compliance penalties, claims, and deductions.
- Identify opportunities to reduce compliance-related costs and improve recovery efforts.
- Develop and present reporting on compliance performance, customer scorecards, deductions, claims trends, root-cause analysis, and financial impact.
- Utilize insights and analytics to drive continuous improvement and operational excellence.
- Partner with Supply Chain, Logistics, Customer Service, Finance, Sales, and Dyson Business Services to develop and implement process improvements.
- Lead cross-functional efforts to strengthen operational controls and reduce compliance risk.
- Represent Dyson in customer meetings and support executive-level discussions regarding operational performance and improvement initiatives.
- Lead strategic projects focused on customer operations, compliance performance, and process optimization.
- Bachelor's degree in Business, Supply Chain, Logistics, Finance, or a related field.
- 8+ years of experience in Customer Operations, Customer Compliance, Retail Operations, Supply Chain, Logistics, Finance, or a related discipline.
- 2+ years of people leadership experience with responsibility for coaching, developing, and managing teams.
- Experience working with major retailers such as Amazon, Walmart, Costco, Best Buy, Target, or similar accounts.
- Strong understanding of customer-facing performance metrics, including OTIF, service levels, customer scorecards, and continuous improvement initiatives.
- Experience managing customer deductions, chargebacks, claims, disputes, compliance programs, or similar customer operational processes.
- Experience reviewing and managing customer contracts, retailer requirements, and compliance obligations.
- Strong financial acumen with experience managing budgets, penalties, recovery efforts, and business performance metrics.
- Proven ability to influence cross-functional stakeholders and drive alignment across Sales, Supply Chain, Logistics, Finance, and Customer Service teams.
- Advanced analytical and problem-solving skills with strong proficiency in Microsoft Excel and reporting tools.
- Experience with SAP or other ERP systems preferred.
- Excellent communication, presentation, stakeholder management, and relationship-building skills.
- Passion for delivering exceptional customer experiences and driving operational excellence in a fast-paced environment.
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
- 401K with up to a 4% match
- Company paid Life Insurance and AD&D
- Flexible Savings Account (FSA) and Health Savings Account
- Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
- Pre-tax Commuter Benefits (applicable areas only)
- Generous Child Care Leave Program
- Wellness Program
- Employee Assistance Program
- Dyson Product Discounts
- Multi-Level Healthcare Coverage Options
- Vision & Dental Coverage
- Company paid Short-Term and Long-Term Disability
Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities.
Contact us at americas.talentacquisition@dyson.com for more information.
Dyson is an Equal Opportunity Employer. #LI-Onsite Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity. At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.
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