[Remote] Sr. Director, International - Operations
Note: The job is a remote job and is open to candidates in USA. Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. The Sr. Director, International leads the strategy and execution of Comfrt's international operations, ensuring a seamless experience for customers in non-US markets while driving revenue growth and operational excellence.
Responsibilities
- Own the end to end international operations strategy across fulfillment, freight, duties, and returns for all non US markets
- Define and manage SLAs, cost to serve targets, and service standards by market aligned to business goals
- Build and maintain international playbooks that enable scale, consistency, and structured execution across regions
- Drive readiness for new market launches, including 3PL selection, carrier negotiation, routing, tax/duty setup, and go live planning
- Manage international 3PL and freight partners, holding them accountable to contracted SLAs, KPIs, and quality standards
- Lead carrier selection, RFPs, rate negotiations, and ongoing performance reviews to optimize speed, cost, and customer experience
- Oversee cross border freight lanes, middle mile consolidation, and last-mile partner performance across key regions
- Create contingency plans for peak, weather, and geopolitical disruptions to ensure consistent delivery performance
- Own DDP vs DDU strategy, HS code accuracy, and duty/tax compliance across all shipping regions in partnership with Finance and Freight teams
- Partner with Tech and Finance to ensure accurate duty calculation at checkout and minimize post-purchase surprises for customers
- Monitor regulatory changes (e.g., de minimis, VAT/IOSS, import rules) and adapt processes proactively
- Own landed cost modeling, identifying margin opportunities and cost leakage across markets
- Partner with CX, Planning, Merchandising, Marketing, and Tech to align international priorities with company initiatives
- Represent international ops in strategic planning, promotional calendars, and cross-departmental projects
- Provide timely, structured communication and reporting across stakeholders and leadership
- Analyze shipping cost, on-time delivery, cancellation, and returns metrics by market to identify trends and opportunities
- Partner with reporting teams to produce actionable dashboards and insights for leadership
- Translate data into structured reporting frameworks that inform market level decisions and investment
- Own the cadence and communication of international ops reporting to executive leadership
- Lead, coach, and develop the international ops team, fostering accountability and continuous improvement
- Build succession planning and skills development to maintain high performance across regions
- Organize team structures, meeting cadences, and coverage plans to maximize productivity across time zones
Skills
- Min 7+ years of progressive experience in international ecommerce operations, global logistics, cross-border freight, or supply chain
- Proven track record leading international 3PL, carrier, and freight partner relationships at scale
- Deep understanding of cross border duties, taxes (VAT/IOSS), customs, and DDP/DDU strategy
- Experience launching new international markets end to end (systems, carriers, compliance, launch planning)
- Strong commercial acumen with experience owning landed cost, cost to serve, and margin levers
- Advanced proficiency with Excel/Sheets; comfort with BI tools (Looker, Tableau, Power BI) and OMS/WMS platforms
- Experience working in a high growth ecommerce or retail environment; Shopify experience a plus
- Strong leadership, coaching, and team development skills with a track record of building high performing global teams
- Excellent written and verbal communication skills with the ability to influence across regions and time zones
Benefits
- Generous paid time off
- Company-covered health insurance
- 5% 401k match
- Discounts on all Comfrt products
- Flexibility and collaborative support of a fully remote environment
Company Overview