Sr. Manager, Customer Onboarding & Compliance COE at Kontoor Brands in Greensboro, NC

Job description

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