Senior Manager, Operations (D2C)

About Comfrt: 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. Our mission goes beyond clothing — we strive to build a community where everyone feels supported and seen. About the Role: The Sr Manager, Operations (D2C) owns the end to end operational performance of Comfrt's direct to consumer business, from order creation through final mile delivery. This role leads fulfillment, inventory, logistics, and order management across our 3PL network, setting the operational standards that protect customer experience while scaling efficiency. The Sr Manager translates Comfrt's growth roadmap into executable operational plans, builds the systems and metrics that make performance visible, and develops the team that will carry the D2C business through international expansion, retail launch, and peak volumes. This role sits at the center of how Comfrt delivers on its promise to the customer. The Sr Manager, Operations (D2C) is the operational spine between 3PL partners, Planning, CX, Tech, and Finance. They set the cadence for fulfillment performance, hold partners accountable to SLA, and unlock the cross functional decisions that keep orders flowing. As Comfrt expands into new geographies and retail, this role ensures the D2C engine remains the most predictable, efficient, and customer obsessed part of the business. Key Responsibilities: Fulfillment & 3PL Leadership (30%) 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. Inventory Integrity & Systems (20%) 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. Order Management & Customer Experience (15%) 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. Reporting, KPIs & Insights (15%) 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. Process, Systems & Continuous Improvement (10%) 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. People Leadership & Cross Functional Partnership (10%) 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 & Qualifications Experience 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. Why Join Comfrt? Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness. Work in a supportive, creative environment where your ideas and growth are valued. Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products! Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment. Comfrt is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.