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VP Response Support
World Central Kitchen
Washington, DC
Category
Customer Service
Apply for Job
Job Description
WCK is seeking a Vice President of Response Support to lead the design, implementation, and management of their Response Support platform, a 24x7 omnichannel system integrating frontline support functions. This role focuses on ensuring seamless, responsive, and accountable support across all teams, integrating AI Intelligence, and ensuring the KMS is effectively implemented into operational processes. The VP will collaborate with various governance bodies to align with broader global responses.
Requirements
15+ years of leadership experience in global helpdesk operations
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 similar high-pressure sectors.
Strong background in Knowledge Management Systems (KMS), governance integration, and compliance frameworks.
Benefits
ZERO Premiums
Additional Life Insurance
Flexible Spending Accounts (Dependent Care and Health Care)
403(b) Retirement Plan
Life & Disability Insurance
Paid Time Off
Learning and development support
Employee Assistance Program
Annual Salary Reviews
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