[Remote] Senior Manager, Operations (D2C)

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 and inclusivity into every piece they create. The Senior Manager, Operations (D2C) is responsible for overseeing the operational performance of the direct-to-consumer business, including fulfillment, inventory, logistics, and order management, while ensuring an exceptional customer experience as the company scales.ResponsibilitiesOwn daily performance management of all 3PL fulfillment partners, including weekly and monthly business reviewsSet and enforce SLA standards for inbound receiving, putaway, pick, pack, ship, and returns processingLead root cause analysis and corrective action planning for fulfillment misses, labor shortfalls, and shipping delaysDrive peak season readiness: volume forecasting, labor staffing, carrier capacity, and contingency planningIdentify, evaluate, and onboard new 3PL partners as the business scales across US and international marketsNegotiate operational terms and performance penalties in partnership with Finance and LegalOwn inventory accuracy across ERP, OMS, and WMS platforms; target 99%+ unit accuracyLead cycle count cadence, reconciliation, and shrink investigation with 3PL and Finance partnersPartner with Planning on inbound PO receiving, vendor compliance, and exception resolutionMonitor aged inventory, damage trends, and recall workflows; own write off and markdown recommendations for ops driven causesDrive slotting, velocity, and layout improvements that reduce pick time and error rateOversee daily order flow from order creation through shipment confirmation, including order hold and fraud queuesResolve inventory exceptions, address validation failures, split shipment logic, and carrier routing rulesPartner with the CX team on lost package, misship, and delivery escalations; own the operational fix for recurring issuesMonitor cancellation rate, ship on time, and delivery promise adherence; set targets and own the improvement roadmapBuild and maintain the operations scorecard: order volume, ship on time, fulfillment accuracy, return rate, freight spend, inventory varianceDeliver weekly performance readouts and monthly business reviews to the Sr Director of Operations and cross functional leadersTranslate data into action by identifying trends, sizing opportunities, and prioritizing operational investmentsPartner with Finance on freight accrual, 3PL cost to serve analysis, and operational budget performanceOwn and maintain the operations SOP library; ensure all 3PL partners are trained and in complianceScope, test, and launch enhancements to ERP, OMS, and WMS platforms in partnership with TechLead process improvement initiatives that reduce cost, error, or cycle time with clear ROIEvaluate automation, AI, and workflow tooling opportunities; build business cases for investmentManage, coach, and develop the Operations Manager and supporting analysts or coordinators as the team scalesPartner with Planning, Buying, CX, Marketing, Ecommerce, and Finance on product launches, promotions, and go to market readinessSupport the Sr Director of Operations on strategic initiatives including international expansion, retail rollout, and new 3PL launchesModel Comfrt's values of supportive, inclusive, and customer first leadershipSkills6+ years of experience in D2C or ecommerce operations, fulfillment, or supply chain, with at least 2 years in a senior or lead capacityProven experience managing 3PL partners and multi node fulfillment networksStrong working knowledge of ERP, OMS, and WMS platforms (NetSuite, Shopify, ShipMonk, Flexport, or similar)Advanced Excel and Google Sheets; comfort with SQL, Looker, or equivalent BI tools is a plusTrack record of leading cross functional operational initiatives that delivered measurable cost, speed, or accuracy improvementsExperience with peak season planning in high growth D2C environmentsPeople leadership experience, including coaching, performance management, and hiringExperience supporting international expansion, retail rollout, or new channel launches is strongly preferredBenefitsGenerous paid time offCompany-covered health insurance5% 401k matchDiscounts on all Comfrt productsFlexibility and collaborative support of a fully remote environmentCompany OverviewComfrt designs weighted hoodies, loungewear, blankets, and accessories that support comfort and mental wellbeing. It was founded in 2022, and is headquartered in Miami, Florida, USA, with a workforce of 51-200 employees. Its website is https://comfrt.com.