[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.

Responsibilities

• Own daily performance management of all 3PL fulfillment partners, including weekly and monthly business reviews
• Set and enforce SLA standards for inbound receiving, putaway, pick, pack, ship, and returns processing
• Lead root cause analysis and corrective action planning for fulfillment misses, labor shortfalls, and shipping delays
• Drive peak season readiness: volume forecasting, labor staffing, carrier capacity, and contingency planning
• Identify, evaluate, and onboard new 3PL partners as the business scales across US and international markets
• Negotiate operational terms and performance penalties in partnership with Finance and Legal
• Own inventory accuracy across ERP, OMS, and WMS platforms; target 99%+ unit accuracy
• Lead cycle count cadence, reconciliation, and shrink investigation with 3PL and Finance partners
• Partner with Planning on inbound PO receiving, vendor compliance, and exception resolution
• Monitor aged inventory, damage trends, and recall workflows; own write off and markdown recommendations for ops driven causes
• Drive slotting, velocity, and layout improvements that reduce pick time and error rate
• Oversee daily order flow from order creation through shipment confirmation, including order hold and fraud queues
• Resolve inventory exceptions, address validation failures, split shipment logic, and carrier routing rules
• Partner with the CX team on lost package, misship, and delivery escalations; own the operational fix for recurring issues
• Monitor cancellation rate, ship on time, and delivery promise adherence; set targets and own the improvement roadmap
• Build and maintain the operations scorecard: order volume, ship on time, fulfillment accuracy, return rate, freight spend, inventory variance
• Deliver weekly performance readouts and monthly business reviews to the Sr Director of Operations and cross functional leaders
• Translate data into action by identifying trends, sizing opportunities, and prioritizing operational investments
• Partner with Finance on freight accrual, 3PL cost to serve analysis, and operational budget performance
• Own and maintain the operations SOP library; ensure all 3PL partners are trained and in compliance
• Scope, test, and launch enhancements to ERP, OMS, and WMS platforms in partnership with Tech
• Lead process improvement initiatives that reduce cost, error, or cycle time with clear ROI
• Evaluate automation, AI, and workflow tooling opportunities; build business cases for investment
• Manage, coach, and develop the Operations Manager and supporting analysts or coordinators as the team scales
• Partner with Planning, Buying, CX, Marketing, Ecommerce, and Finance on product launches, promotions, and go to market readiness
• Support the Sr Director of Operations on strategic initiatives including international expansion, retail rollout, and new 3PL launches
• Model Comfrt's values of supportive, inclusive, and customer first leadership

Skills

• 6+ years of experience in D2C or ecommerce operations, fulfillment, or supply chain, with at least 2 years in a senior or lead capacity
• Proven experience managing 3PL partners and multi node fulfillment networks
• Strong 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 plus
• Track record of leading cross functional operational initiatives that delivered measurable cost, speed, or accuracy improvements
• Experience with peak season planning in high growth D2C environments
• People leadership experience, including coaching, performance management, and hiring
• Experience supporting international expansion, retail rollout, or new channel launches is strongly preferred

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