VP Response Support

The Vice President of Response Support will lead the design, implementation, and management of WCK’s Response Support platform — a 24x7 omnichannel system that integrates frontline support functions across the organization.

This role is central to operationalizing WCK’s principle that “we are all response”, ensuring that every team — whether deployed in the field, coordinating remotely, or operating centrally — receives seamless, responsive, and accountable support.

The VP will oversee the integration and day-to-day use of the Knowledge Management System (KMS), the central brain of Response Support. While KMS governance authority sits within Governance, the VP of Response Support ensures it is effectively implemented and embedded into frontline operations.

Key Responsibilities:

Strategic Leadership

• Lead the design, rollout, and global scaling of the 24x7 omnichannel Response Support platform.
• Drive the integration of AI Tier 0 intelligence and the competency-tier model into workflows, balancing speed, safety, and compliance.
• Partner with Governance, Response Operations, Community Response, People Response, and Security to align Response Support with WCK’s broader global open response platform vision.

Platform Management

• Oversee the operationalization of the Knowledge Management System (KMS) as the knowledge backbone of Response Support.
• Ensure the KMS is embedded into all tiers of support (AI Tier 0 through Tier 3).
• Work alongside Governance, Response Operations, and Security to safeguard the integrity of the KMS and ensure it remains current with policies, playbooks, and lessons learned.
• Oversee the integration of technologies including workflow automation, RBAC (role-based access control), AI/ML tools, audit trails, and monitoring systems.

Helpdesk & Platform Management

• Establish and manage WCK’s global omnichannel helpdesk (on-site and virtual), ensuring seamless support in multiple languages and across all communication channels (voice, chat, apps, email).
• Ensure helpdesk operations deliver consistent, reliable, and culturally competent frontline support to global teams.
• Oversee real-time workforce management, scheduling, and time zone coverage for 24x7 support.
• Build robust business continuity and redundancy models to maintain uninterrupted global service during crises.
• Champion the integration of emerging technologies (AI-driven self-service, NLP translation, predictive routing, monitoring dashboards) into the helpdesk.

Operational Support & Monitoring

• Build and lead a 24x7 global support function providing real-time, seamless assistance across all functional channels.
• Manage the competency-tier structure (Tier 0–3), ensuring requests are routed, resolved, and escalated efficiently.
• Oversee global emergency monitoring (hurricanes, floods, conflicts, wildfires) and frontline security monitoring (geofencing, incident reports, public alerts, and crowdsourced data).

Governance & Compliance Collaboration

• Partner with Governance, Response Operations, Community Response, and Security to ensure KMS structure, taxonomy, and compliance frameworks are maintained.
• Ensure auditability by default, with every action traceable through the KMS.
• Ensure lessons learned from responses are captured, validated, and integrated into the KMS for continuous improvement.

Team & Culture

• Build and lead a cross-functional Response Support team of technology specialists, operational leads, and monitoring analysts.
• Foster a culture where support functions are recognized as core to frontline impact.
• Champion the continuous training and certification of staff into competency tiers, strengthening WCK’s resilience.

Application & Cover Letter
This application requires a cover letter that explains your interest in this position and in working for WCK.

References and Background Checks
To help ensure the safety of our communities and our teams, our selection process will include reference and background checks, subject to any legal or regulatory requirements.

Equal Opportunity
WCK is an equal opportunity employer committed to inclusion and diversity and to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of employment at this time.

E-Verify
For US based employment, WCK participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Please view the E-Verify posters here with important information.

Para empleados en los EEUU, WCK participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.. Los empleadores sólo pueden utilizar E-Verify una vez que usted haya aceptado una oferta de trabajo y completado el Formulario I-9. Haz clic aquí para ver los carteles de E-Verify con información importante.

No recruiters or agencies, please.

• 15+ years of leadership experience in global helpdesk or contact center operations, with proven ability to manage 24x7 platforms across multiple time zones.

• Strong track record managing multilingual omnichannel support systems (voice, chat, SMS, email, and virtual/AI-enabled support).
• Deep expertise in advanced technologies for helpdesks: AI-driven routing, NLP translation, conversational AI, real-time analytics, workforce management platforms, and global monitoring systems.
• Experience supporting frontline operations in humanitarian, crisis response, logistics, or similarly high-pressure sectors.
• Strong background in Knowledge Management Systems (KMS), governance integration, and compliance frameworks.
• Proven ability to scale hybrid teams — on-site and virtual — while ensuring cultural and linguistic inclusivity.
• Familiarity with enterprise platforms (ServiceNow, Salesforce Service Cloud, Zendesk Enterprise, LogicGate, Splunk, AI tools).
• Demonstrated leadership of diverse, globally distributed teams with the ability to maintain high morale and resilience under stress.
• Alignment with the mission and values of WCK.
• Must have valid passport.

Skills and Competencies

• Strategic Vision – designs systems that scale globally and adapt rapidly.
• Operational Agility – thrives in fast-changing, crisis-driven environments.
• Technical Fluency – understands AI, monitoring systems, KMS, and enterprise platforms.
• Governance Partnership – collaborates closely with Governance to ensure compliance frameworks are upheld.
• Collaborative Leadership – aligns Response Support with Response Operations, Community Response, People Response, and Security.
• Mission-Driven – embodies WCK’s principle that “we are all Response.”

Preferred Experience

• Prior leadership experience in organizations operating at global humanitarian scale or in multinational operations within the private sector.
• Experience deploying or integrating and running omnichannel platforms (e.g., ServiceNow, Salesforce, Genesys, Zendesk) in 24x7 environments.
• Familiarity with AI-enabled workforce optimization tools and global monitoring systems.
• Experience embedding continuous improvement frameworks, ensuring lessons learned are captured and operationalized through the KMS.

ZERO Premiums: WCK covers 100% of insurance premiums for employees and their dependents, including medical, dental, vision, and group life coverage. Benefits begin on your date of hire.

• Voluntary Benefits:
•  Options include:
• Additional Life Insurance
• Pet Insurance
• Supplemental AD&D
• Flexible Spending Accounts (Dependent Care and Health Care)
• 403(b) Retirement Plan:
•  WCK offers a 50% match up to 8% of employee salary deferrals, beginning within 30 days of hire.
• Life & Disability Insurance:
•  100% employer-sponsored group life and disability insurance provided within 30 days.
• Paid Time Off (PTO):
•  Responsible PTO, including vacation, sick, and personal leave, plus paid holidays.
• Growth Opportunities:
•  Learning and development support to grow your career.
• Employee Assistance Program (EAP):
•  Free and confidential support for life’s challenges.
• Annual Salary Reviews and additional benefits outlined in the Personnel Manual.

Salary Range: $160,000 - $200,000 USD Per Year