Director of Central Operations

Tools for Humanity • San Francisco, CA

60d • $290,000 - $320,000

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees