[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