Director of Customer Compliance & Operational Governance

Company Description

Zwiesel Fortessa Americas LLC, a leading global tableware company part of the Zwiesel Fortessa Group, has been an integrated designer, developer, and marketer of high-quality tableware for more than 30 years. We design and source the dinnerware, flatware, glassware and serveware selected by the top foodservice professionals worldwide and preferred for home entertaining. 

Our products are found in over 80% of Forbes four- and five-star hotels in North America; it’s clear that we do business with those who expect (and deliver) the best! 

We are recognized for innovative design, industry leading manufacturing standards, and an uncompromising commitment to customer service. We are passionate about our values, our people, and our products. We value work/life balance, creativity, collaboration, and making a difference in the community. 

We are looking for an experienced Director of Customer Compliance & Operational Governance to lead our customer compliance program and ensure customer-specific requirements are successfully implemented across the organization.

Job Description

This is a highly collaborative, cross-functional leadership role for someone who understands the connection between customer requirements and day-to-day operations. You will work closely with Operations, Supply Chain, Logistics, Quality, Customer Service, Sales, IT, Finance, and other teams to ensure requirements are clearly communicated, properly implemented, and consistently maintained.

Essential Duties and Responsibilities

• Lead and oversee the company's customer compliance program across multiple customer channels and business units.
• Review and interpret customer requirements, routing guides, scorecards, audits, certifications, and compliance updates.
• Manage customer compliance portals and serve as a key point of contact for customer requirements and compliance activities.
• Coordinate requirements across departments and ensure clear ownership, follow-up, and accountability.
• Monitor customer compliance performance, scorecards, audit findings, and chargebacks to identify risks and improvement opportunities.
• Lead cross-functional initiatives, corrective actions, and process improvements.
• Support customer onboarding, new program launches, and account transitions.
• Partner with IT and business system owners on ERP, WMS, TMS, EDI, and customer-facing compliance requirements.
• Develop and improve processes, procedures, training, and tools that strengthen compliance and operational performance.
• Identify opportunities to streamline processes, improve visibility, and reduce customer compliance risk.
• Serve as a subject matter expert and resource to leadership and cross-functional teams.

Qualifications

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Logistics, or a related field, or equivalent experience.
• 5 years of experience in customer compliance, supply chain, logistics, operations, retail support, or a related field.
• Experience interpreting and implementing customer-specific requirements within a manufacturing, distribution, retail, hospitality, or consumer products environment.
• Strong understanding of customer routing guides, packaging and labeling requirements, shipping compliance, and electronic transactions/EDI.
• Experience leading cross-functional projects and driving accountability across multiple departments.
• Strong analytical, organizational, communication, and problem-solving skills.
• Demonstrated experience developing and improving compliance processes and operational programs.

Preferred Experience

• Customer compliance experience with major retail, hospitality, foodservice, or e-commerce customers.
• Experience with customer compliance portals, scorecards, audits, and onboarding.
• Familiarity with ERP, WMS, TMS, EDI, and customer-facing compliance systems.
• Experience in consumer products, housewares, hospitality supply, manufacturing, or distribution.

Physical Requirements:

• Ability to walk warehouse floors
• Travel occasionally

Additional Information

The anticipated salary range for this position is $90,000-120,000 annually. Actual compensation will be determined based on a variety of factors, including the scope and responsibilities of the role, as well as the candidate's experience, education, skills, and current market conditions. In addition to competitive base pay, eligible employees may receive quarterly bonus opportunities based on individual and company performance.

Zwiesel Fortessa Americas LLC also offers a comprehensive benefits package, including medical, life, and disability insurance, a 401(k) retirement savings plan with company match, company-paid holidays, and paid time off (PTO).

All your information will be kept confidential according to EEO guidelines. 

We look forward to hearing from you!