GEM Process Compliance Manager

Why join us? 

Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

Job Summary:
We are seeking a highly organized and detail-oriented professional to oversee dealer compliance, manage escalations, provide platform support, and ensure accurate reporting. The ideal candidate will work closely with dealers, internal teams, and external partners to uphold contractual obligations, streamline processes, and drive performance improvements.

Key Responsibilities:
Dealer Oversight & Compliance Management:

• Conduct bi-weekly dealer status meetings to review deliverables, SLA adherence, and data maintenance.
• Ensure OrderPlace compliance and enforce process adherence.
• Monitor and maintain Smartsheet tracker statuses for accurate and up-to-date information.
• Perform random/ad-hoc quote reviews
• Manage Performance Improvement Plans (PIP) when required, including weekly dealer meetings, reporting, and assessments for BAU (Day 2) projects, WOs, and scorecards.
• Act as a contract subject matter expert, supporting the account team with contract-related deliverables, process expectations, and performance management.

Request & Escalation Management:

• Serve as the primary point of contact for Global Client (WF) and their Management Partner (CBRE Furniture Management team) escalations related to reporting delays, lead time issues, and dealer responsiveness.
• Investigate and resolve escalations by coordinating with dealers, troubleshooting missing/inconsistent information, and ensuring timely follow-ups.
• Familiarity and hands-on interface with OrderPlace, Smartsheet, Order Manager, and Quote Tool will be required to manage and resolve escalations effectively.
• Provide guidance on fulfillment changes and dealer redirects when required for resolution.

Platform Support:

• Act as the first point of contact for Global Client (WF) and dealer issues related to OrderPlace operations and processes, performing initial triage to determine user/process vs. system/IT issues.
• Resolve process-related issues (user errors, workflow misalignments, etc.) by coordinating with Global Client (WF) and/or dealer teams.
• Escalate system-related issues to the MK B2B team while remaining the interface with the account team and Global Client (WF) until resolution.
• Provide training and guidance to Global Client (WF) and dealer teams on OrderPlace fulfillment changes, redirects, and cancellations.
• Conduct OrderPlace training sessions for new Global Client (WF) and dealer staff.
• Support dealer teams with SmartSheet requirements and ensure proper maintenance and usage.

Reporting & Deliverables:

• Generate, validate, and publish quarterly SLA reports to track performance.
• Consolidate volume and sales data for quarterly sales reporting.
• Assist in compiling data for Quarterly Business Review (QBR) deliverables.
• Identify and propose enhancements to reporting requirements in response to Global Client  (WF) or performance-driven initiatives.

Qualifications & Skills:

• Experience in dealer compliance, operations, or account management.
• Hands-on proficiency with OrderPlace, Smartsheet, Order Manager, and Quote Tool.
• Strong analytical and problem-solving skills to address compliance and escalation issues.
• Ability to interpret contractual requirements and ensure process alignment.
• Excellent communication and stakeholder management skills.
• Experience in training and process improvement initiatives.
• Familiarity with reporting, SLA tracking, and sales data consolidation.

Who We Hire?

Simply put, we hire everyone. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.

A starting compensation range for this role is $55,200.00 - $69,000.00. Relevant salary considerations will include candidate qualifications and experience, other business/organizational needs and market factors . You may also be eligible to receive a geographic premium, annual discretionary incentive and equity awards which are subject to the rules governing these programs. The company offers a full spectrum of benefits including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and Other Insurance Plans, Paid Time Off (including Vacation and Parental Leave), Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our associates.

This organization participates in E-Verify Employment Eligibility Verification. In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at  careers_help@millerknoll.com.

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