Director of Central Operations

About the Company:

World is a network of real humans, built on privacy-preserving proof-of-human technology, and powered by a globally inclusive financial network that enables the free flow of digital assets for all. It is built to connect, empower, and be owned by everyone.

This opportunity would be with Tools for Humanity.

About the team

The Market Operations team is responsible for driving the successful launch, growth, and ongoing performance of World’s operations in markets around the world. Our work sits at the intersection of strategy and execution, ensuring that World’s unique model of verifying humanness through a global network of Orb Operators is implemented effectively, sustainably, and at scale. We collaborate closely with cross-functional teams to design and optimize operational processes, manage local partnerships, and deliver exceptional user and Operator experiences. Because every market has its own cultural, regulatory, and logistical nuances, the Market Operations team must combine analytical rigor with adaptability and deep local insight. We are known for our operational excellence, on-the-ground problem solving, and relentless focus on execution and impact.

About the role

As the Director of Central Operations, you will design, optimize, and scale the core systems that power Tools for Humanity’s global market operations. Reporting to the VP of Market Operations, you’ll lead more than 50 people across Logistics, Global Projects (Partner Experience, Insights, Learning, Communications, Localization), Trust & Safety, and Customer Support - ensuring they operate as a unified, data-driven organization. You will work cross-functionally with almost every team in the company, in particular with Device, Legal, Engineering, and Finance. You’ll drive cost efficiency and process excellence. This is a strategic and hands-on role: you’ll build scalable frameworks and tools that improve performance and enable market teams to execute faster and more effectively worldwide. Your leadership will directly shape the efficiency, reliability, and scalability of TFH’s global operations - helping translate our mission into real-world impact at massive scale.

Key Responsibilities:

• Operational Leadership

  • Enable the Market Operations team to achieve hyper-growth of the World network.

  • Lead and continuously improve core global functions: Logistics, Global Projects, back office support, Trust & Safety, and Customer Support.

  • Drive operational efficiency, cost reduction, and service quality across all markets.

  • Build scalable systems and processes that enable regional teams to execute faster, with greater consistency, and at lower cost.

  • Develop performance metrics and dashboards to monitor efficiency, quality, and cost, with support of the data science team

  • Identify bottlenecks and implement structural improvements to unlock scale and reliability.

• Strategy & Optimization

  • Drive initiatives to improve productivity and reduce operational costs without compromising quality.

  • Establish best practices, playbooks, and process documentation for global consistency.

  • Use data and modeling to guide decisions, prioritize projects, and demonstrate ROI.

• Cross-Functional Collaboration

  • Partner closely with Device, Legal, Engineering, and Finance to ensure operational readiness for launches, scaling, and ongoing performance.

  • Collaborate with regional Market Operations teams to align central support with on-the-ground needs.

  • Translate company strategy into operational plans that deliver measurable results.

• People Leadership

  • Manage and mentor leaders across all functional areas.

  • Build a high-performing, data-driven team culture rooted in accountability and continuous improvement.

  • Strengthen cross-team collaboration and knowledge sharing across all markets.

About You:

• Strong educational foundation. You hold a bachelor’s degree in business, economics, engineering, or a related field; an MBA or equivalent advanced degree from a top institution is a plus.

• Proven global operations experience. You bring 10+ years of experience managing large-scale, physical operations across multiple countries - ideally in logistics, customer support, or marketplace environments.

• Cost-conscious and efficiency-focused. You’re motivated by impact per dollar - constantly identifying ways to scale efficiently, streamline, and automate.

• Hands-on operator with strategic range. You excel at both designing scalable systems and diving into details to solve problems. You’re energized by building structure in fast-changing environments.

• Analytical and data-driven. You are highly proficient with data and spreadsheet modeling, using metrics and analysis to guide decisions, optimize performance, and control costs.

• Leader of leaders. You have managed managers and led diverse, distributed teams. You build clarity, accountability, and motivation across functions and time zones.

• Collaborative and cross-functional. You thrive working with Product, Engineering, Finance, and regional Market Operations teams to align strategy and execution.

Pay transparency statement (for CA and NY based roles): The reasonably estimated salary for this role at TFH ranges from $280,000 - $320,000, plus a competitive long term incentive package. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, TFH offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, vision, 401(k) plan and match, life insurance, flexible time off, commuter benefits, professional development stipend and much more!

By submitting your application, you consent to the processing and internal sharing of your CV within the company, in compliance with the GDPR