Position Summary

The Manager of Customer Compliance & Business Execution is responsible for coordinating and supporting key business processes, customer requirements, program implementation activities, ensuring adherence to contractual, regulatory, and operational requirements while driving business execution initiatives that support organizational goals. This role serves as a critical liaison between Operations, Strategic Account Management, Business Intelligence, Accounting, and customers to ensure operational excellence, customer satisfaction, compliance, and business growth.

The position focuses on developing scalable processes, managing performance metrics, supporting customer-driven initiatives, and driving execution of operational and commercial objectives.

Responsibilities/Duties:

Internal Business Process Management

• Manage, track, and support critical internal business processes, including:
• Pricing compliance and governance
• Invoicing and accounts receivable coordination
• Contract administration and purchase order management
• Monitor process effectiveness and identify opportunities for improvement.
• Ensure compliance with company policies, contractual obligations, and customer requirements.

Customer Requirements Management

• Coordinate and support customer-specific requirements and initiatives.
• Track and facilitate productivity improvement projects.
• Develop and finalize productivity improvement documentation, case studies, and customer communications.
• Promote cross-customer sharing of best practices and successful initiatives.
• Coordinate customer survey follow-up activities and action plans.
• Ensure customer commitments are tracked, communicated, and completed.

Program Implementation & Execution

• Coordinate implementation of new customer programs, operational initiatives, and strategic projects.
• Develop implementation plans, timelines, reporting mechanisms, and communication processes.
• Monitor project progress and provide status updates to stakeholders.
• Facilitate cross-functional collaboration to ensure successful execution.

Business Analytics & Reporting

• Serve as liaison between Operations, Business Intelligence, and accounting teams.
• Develop, maintain, and enhance business performance metrics and dashboards.
• Analyze operational and customer performance data to identify trends and improvement opportunities.

Operations Support

• Support Operations Directors and leadership teams in executing strategic initiatives.
• Develop processes, reports, meeting structures, and communication tools that improve operational effectiveness.
• Assist with continuous improvement initiatives and performance management activities.
• Coordinate follow-up actions and ensure accountability for key initiatives.
• Drive execution of strategic initiatives and operational priorities across multiple functions.
• Develop and monitor key performance indicators (KPIs) to measure business performance and compliance effectiveness.
• Lead cross-functional projects focused on process improvement, efficiency, and customer satisfaction.
• Provide guidance and training to employees on compliance requirements and operational best practices.

Business Development & Marketing Support

• Develop customer success stories, case studies, and program summaries that demonstrate value creation.
• Support business development efforts through preparation of presentations, supporting materials, and customer documentation.
• Assist marketing initiatives by providing operational data, customer success content, and program highlights.
• Support customer retention and growth opportunities through effective communication of achievements and performance improvements.

Risk Management & Continuous Improvement

• Conduct risk assessments and identify opportunities for process enhancements.
• Develop and maintain compliance documentation, policies, procedures, and training materials.
• Analyze operational data and compliance metrics to identify trends and improvement opportunities.
• Implement corrective and preventive actions to strengthen compliance controls and operational performance.
• Promote a culture of accountability, quality, and continuous improvement.

Accountabilities and Performance Measures:

Achievement of customer compliance requirements and commitments.

• Timely execution of strategic initiatives and program implementations.
• Accuracy and effectiveness of business reporting and metrics.
• Improvements in operational efficiency and customer satisfaction.
• Successful completion of productivity improvement initiatives.
• Support of business development and customer retention objectives.
• Effective cross-functional collaboration and stakeholder satisfaction.

Knowledge, skills and abilities:

Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, Finance, Marketing, or related field preferred.

• 5-8+ years of experience in operations, program management, customer management, or business execution roles.
• Strong project management and cross-functional leadership experience.
• Excellent analytical, problem-solving, and organizational skills.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office Suite and business reporting tools.

• Strong project and program management capabilities.
• Excellent organizational and follow-up skills.
• Strong analytical and problem-solving abilities.
• Advanced proficiency in Microsoft Excel, Power BI, or similar reporting tools.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and stakeholders simultaneously.
• Customer-focused mindset with strong relationship management skills.
• Process improvement and continuous improvement orientation.

Environmental Job Requirements and Working Conditions:

This position requires travel - some overnight. Up to 50%

• This position may require off-hour (nights and weekend) support.
• All prospective employees must pass a background check and drug screen

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.