Sr. Manager, Customer Onboarding & Compliance COE

Who We Are:

Kontoor Brands is a portfolio of three of the world’s most iconic lifestyle, outdoor and workwear brands: Wrangler®, Lee® and Helly Hansen®. Kontoor Brands is a purpose-led organization focused on leveraging its global platform, strategic sourcing model and best-in-class supply chain to drive brand growth and deliver long- term value for its stakeholders.

Job Posting:

Sr. Manager, Customer Onboarding & Compliance COE

The Senior Manager, Customer Onboarding & Compliance is responsible for designing, governing, and scaling the structured global processes that enable consistent customer onboarding, operational compliance, and execution readiness across all regions and brands. As part of the global Customer Service Center of Excellence (COE), this role sets the global process strategy, establishes standards and controls, and leads a team responsible for executing the processes that support new customers, channels, acquisitions, and business expansions.

The position serves as 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. Working closely with Sales, Customer Service, Supply Chain, Logistics, IT, Finance, and regional leadership, the role creates the global operating model, governance cadence, performance measures, and escalation paths needed to drive standardization, reduce risk, and enable scalable growth.

Key Responsibilities

Global Process Strategy & Governance

- 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 to ensure consistent execution.
- Translate enterprise strategy, customer requirements, and operational risk into clear process roadmaps, priorities, and implementation plans.
- Lead global process design reviews and readiness checkpoints to ensure new customers and requirements can be executed reliably from setup through first order fulfillment.
- Develop strategic 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, scalable process standards, and governance routines that support consistent execution across regions.

People Leadership & Execution

- Lead, coach, and prioritize the work of direct reports responsible for executing global 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 clear 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 that enable the team to execute current processes while supporting transformation and growth initiatives.

Compliance & Customer Requirements

- 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 teams to identify root causes and implement corrective actions.
- Develop strategies to reduce compliance-related costs and improve customer scorecard performance.

Master Data & Governance

- 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.

EDI & Systems Management

- Serve as the business lead for customer onboarding systems and EDI compliance processes.
- Partner with IT and external providers to implement new customer integrations and system enhancements.
- Support testing, validation, and deployment activities for customer onboarding initiatives.
- Maintain documentation and process standards related to onboarding and compliance workflows.

Global Process Improvement

- Identify opportunities to automate onboarding, compliance monitoring, and reporting activities.
- 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.

Cross-Functional Collaboration

- Act as the central point of coordination for 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 regular reporting and insights to leadership on onboarding performance, compliance trends, risks, and opportunities.

Qualifications

Required

- Bachelor's degree in Business, Supply Chain, Operations, Logistics, Information Systems, or related field.
- 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.

Preferred

- 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 within consumer products, apparel, footwear, retail, or wholesale industries.
- Lean Six Sigma, PMP, or process improvement certification.

Leadership Competencies Expected for this Role:

Evolving Leader

Global Agility – Leads diverse teams, adapts amidst ambiguity

Purposeful Integrity – Leads with values, earns team’s trust, handles conflicts ethically

Strategic Foresight – Connects teamwork to business strategy

Customer Centric Innovation – Leads improvements rooted in customer needs

Urgency for Impact – Drive priorities forward with pace and purpose

Bold Accountability – Set high standards and model responsibility

Empowered Collaboration – Builds inclusive teams, collaborates across functions

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Why Kontoor Brands?

At Kontoor, we offer a comprehensive benefit package to fit your lifestyle. Our benefits are crafted with the same care as our products.

When our employees are healthy, secure, and well, they bring their best selves to work. Kontoor Brands supports you with a competitive benefits program that provides choice and flexibility to meet your and your family’s needs – now and in the future. We offer resources to support your physical, emotional, social, and financial wellbeing, plus benefits like discounts on our apparel. Kontoor Brands also provides four weeks of Paid Parental Leave to eligible employees who are new parents, Flexible Fridays, and Tuition Reimbursement.

We are proud to offer a workplace culture centered on equitable opportunities and a sense of belonging for all team members. Here we have a global workforce of high-performing teams that both unlocks our individual uniqueness and harnesses our collaborative talents.