Senior Director – International

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead Comfrt's strategy and execution for international operations in all markets outside the US.

• Oversee international fulfillment, cross-border freight, duties, compliance, returns, and readiness for market expansion.

• Establish and manage service level agreements (SLAs), cost-to-serve targets, and service standards tailored for each market.

• Develop and uphold scalable playbooks for international operations.

• Ensure readiness for new market entries, including the selection of third-party logistics (3PL), carrier negotiations, routing, tax/duty arrangements, and go-live planning.

• Manage relationships with international 3PL and freight partners, holding them accountable for SLAs, key performance indicators (KPIs), and quality benchmarks.

• Lead the processes for carrier selection, requests for proposals (RFPs), rate negotiations, and performance evaluations.

• Supervise cross-border freight lanes, middle-mile consolidation, and last-mile partner performance.

• Develop contingency plans to address peak times, adverse weather, and geopolitical disruptions.

• Own the strategy for Delivered Duty Paid (DDP) versus Delivered Duty Unpaid (DDU), ensuring HS code accuracy, duty/tax compliance, duty calculations at checkout, regulatory adaptations, and landed-cost modeling.

• Collaborate with Customer Experience (CX), Planning, Merchandising, Marketing, Technology, Finance, Legal, and Compliance teams.

• Represent international operations in strategic planning, promotional timelines, and cross-departmental initiatives.

• Analyze metrics related to shipping costs, on-time deliveries, cancellations, and returns by market.

• Create dashboards, derive actionable insights, establish structured reporting frameworks, and produce executive-level reports on international operations.

• Lead, mentor, and develop the international operations team.

• Establish succession plans, facilitate skills development, design team structures, and organize meeting schedules across different time zones.

⛳️ Requirements

• At least 7 years of progressive experience in international e-commerce operations, global logistics, cross-border freight, or supply chain management.

• Demonstrated success in managing international 3PL, carrier, and freight partner relationships on a large scale.

• Comprehensive knowledge of cross-border duties, taxes (VAT/IOSS), customs, and DDP/DDU strategies.

• Proven experience in launching new international markets from start to finish, including systems, carriers, compliance, and planning for launches.

• Strong commercial insight with a background in managing landed costs, cost-to-serve, and margin influences.

• Advanced skills in Excel/Sheets.

• Familiarity with business intelligence tools such as Looker, Tableau, and Power BI.

• Experience with Order Management Systems (OMS) and Warehouse Management Systems (WMS).

• Background in a high-growth e-commerce or retail environment.

• Experience with Shopify is a plus.

• Exceptional leadership, coaching, and team development abilities, with a history of building high-performing global teams.

• Excellent written and verbal communication skills, with the capacity to influence stakeholders across various regions and time zones.

🏝️ Benefits

• Generous paid time off.

• Company-sponsored health insurance.

• 5% 401k matching.

• Discounts on all Comfrt products.

• Fully remote working environment.

• A supportive and creative atmosphere where ideas and personal growth are encouraged.