General Manager - International Moving & Freight Forwarding | Remote

General Manager – International Moving & Freight Forwarding | Remote

Position Type: Full-Time, Remote
Industry: International Moving, Household Goods & Freight Forwarding

About the Role

At Pavago, one of our clients is hiring an experienced General Manager to lead and scale their International Moving Division, specializing in international household goods relocations and freight forwarding.

This is a senior, hands-on leadership role for someone with deep international moving industry experience. You’ll oversee the full operation — from sales, pricing, and quoting through international shipping, customs, destination services, operations, and customer experience.

You’ll lead multiple departments, improve operational performance, coach teams, establish KPIs, strengthen processes, and work directly with ownership on growth and strategic initiatives.

This role requires significant direct experience in international household goods moving. Candidates without this industry background will not be considered.

What You’ll Own

International Moving Operations

• Lead the day-to-day performance of the International Moving Division

• Oversee international household goods relocations from origin through destination

• Manage workflows involving:

• Ocean freight

• Air freight

• Customs procedures

• International documentation

• Destination services

• Pricing and quoting

• Ensure operations follow international shipping requirements and industry best practices

• Identify operational bottlenecks and implement practical solutions

• Maintain strong service quality while improving efficiency and scalability

Sales, Pricing & Revenue Growth

• Oversee sales and pricing performance

• Improve sales processes and conversion rates

• Coach sales representatives to strengthen close rates and customer experience

• Review pricing and quoting strategies

• Ensure quotes remain competitive while supporting healthy margins

• Monitor pipeline performance and sales KPIs

• Partner with ownership on growth opportunities and expansion initiatives

Team Leadership & Performance

Lead and develop teams across:

• Sales

• Operations

• Pricing

• Sales Support

• Customer Service

You’ll:

• Recruit, train, mentor, and manage remote employees

• Establish clear expectations and accountability

• Coach managers and individual contributors

• Conduct performance reviews and ongoing development

• Build a culture of ownership, teamwork, and continuous improvement

Customer Experience & Escalations

• Maintain high customer service standards throughout the relocation lifecycle

• Step into complex or escalated customer situations when necessary

• Resolve service issues professionally and efficiently

• Identify recurring customer pain points and address root causes

• Improve communication and visibility throughout the customer journey

• Balance customer satisfaction with operational and commercial requirements

KPIs, SOPs & Process Improvement

• Establish clear KPIs across departments

• Monitor:

• Revenue and sales performance

• Close rates

• Operational efficiency

• Customer satisfaction

• Service quality

• Team productivity

• Develop and improve SOPs and operational workflows

• Use performance data to identify improvement opportunities

• Introduce technology and automation where appropriate

• Create greater visibility and accountability across the division

Strategy & Ownership Partnership

• Work directly with ownership on business strategy and long-term growth

• Translate strategic priorities into executable plans

• Support expansion and operational scaling

• Evaluate and implement new technology

• Provide clear visibility into divisional performance, risks, and opportunities

• Balance strategic leadership with hands-on day-to-day execution

Required Experience & Skills

International Moving Experience — Required

• 10+ years of international household goods moving experience

• Previous experience managing an international moving company, business unit, or major division

• Extensive hands-on knowledge of:

• International household goods shipping

• Ocean freight

• Air freight

• Customs procedures

• International shipping documentation

• Destination services

• Pricing and quoting

Leadership & Operations

• Experience overseeing multiple departments, ideally including Sales, Operations, Pricing, Sales Support, and Customer Service

• Proven experience managing and developing remote teams

• Strong leadership and employee coaching skills

• Experience building KPIs, SOPs, and accountability systems

• Ability to improve operational workflows and processes

• Experience handling complex customer escalations

Communication & Systems

• Excellent written and verbal English communication

• Strong analytical and problem-solving skills

• High level of computer proficiency

• Comfortable learning and implementing new technology

• Experience with CRM, transportation management, or workflow management systems is strongly preferred

Preferred Experience

• Experience within the U.S. international moving market

• Freight forwarding experience

• Experience scaling an international moving operation

• Transportation Management System (TMS) experience

• CRM and workflow management software experience

• Technology implementation or process automation experience

What Makes You a Strong Fit

You’re likely to succeed if you:

• Are a hands-on operator and leader, not just a people manager

• Know the international moving industry from direct experience

• Can move comfortably between strategy and execution

• Hold teams accountable while developing and coaching employees

• Understand the commercial side of pricing, quoting, and sales

• Stay composed when dealing with complex shipments or customer escalations

• Make decisions independently and take ownership of outcomes

• Are organized, analytical, and process-driven

• Thrive in fast-paced, entrepreneurial environments

What a Typical Day Looks Like

You may start by reviewing sales, operational, and customer service KPIs before meeting with department leaders to address priorities.

Throughout the day, you could review complex international moves, troubleshoot shipment or customs issues, evaluate pricing, coach sales representatives, resolve a customer escalation, improve an operational workflow, or review team performance.

You’ll also work directly with ownership on growth initiatives, technology improvements, and the long-term direction of the division.

In short: you own the people, performance, processes, customer experience, and growth of the International Moving Division.

Key Metrics for Success

• Revenue and divisional growth

• Sales close rates and quoting performance

• Operational efficiency and shipment execution

• Pricing competitiveness and margin performance

• Customer satisfaction and escalation resolution

• Team productivity and accountability

• SOP and process adherence

• Employee development and retention

• Consistent execution across departments

What We Offer

• Competitive base salary

• Paid vacation and holidays

• Paid training

• Fully remote work environment

• Direct collaboration with company ownership

• Long-term career growth opportunities

• Significant ownership over a growing international moving division

• Opportunity to improve and scale systems, teams, and operations

Interview Process

• Initial Application Review

• Intro Video

• Leadership & International Moving Experience Interview

• Client Interview

• Offer & Onboarding

What Happens After You Apply

After applying, you’ll receive an email invitation from Spark Hire to complete a short Intro Video.

This gives the hiring team an opportunity to learn more about your international household goods moving experience, leadership background, and communication style before moving forward.

You can complete the video on your own