World Central Kitchen (WCK) is seeking a Product Manager for a Consulting Agreement to lead the development of our global Response Support Platform. This role will integrate AI-powered self-service, Knowledge Management, a multilingual helpdesk, Global Event Monitoring, and CRM into a cohesive system. You will drive execution through discovery, stakeholder management, and implementation coordination, working closely with the VP of Response Technology.
What You'll Do
- Shape the product vision for the Response Support Platform across all components.
- Develop comprehensive product requirements based on stakeholder needs and create a prioritized product roadmap.
- Navigate trade-offs across speed, safety, compliance, and user experience.
- Conduct stakeholder interviews across all functional areas to understand support needs and workflows.
- Document current-state processes and identify gaps in existing support capabilities.
- Define user personas and journey maps for field teams, remote coordinators, and central staff.
- Translate operational requirements into technical specifications.
- Assess existing tools within WCK's technology stack for potential use.
- Research and evaluate enterprise platform options (e.g., ServiceNow, Salesforce Service Cloud, Zendesk, Genesys).
- Evaluate AI/ML capabilities for Tier 0 self-service, NLP translation, and predictive routing.
- Assess CRM requirements and evaluate options, developing solution recommendation documentation.
- Coordinate vendor demonstrations and technical evaluations as needed.
- Build cross-functional alignment with partner teams, prepare and present progress updates, and manage stakeholder expectations.
- Drive consensus on prioritization decisions and surface escalations as needed.
What We're Looking For
- 4-7 years of product management experience, preferably in enterprise platform or B2B SaaS environments.
- Experience with contact center or omnichannel support platforms (Genesys, Zendesk, Five9, or similar).
- Familiarity with AI/ML product development (chatbots, NLP, conversational AI, or intelligent routing).
- Strong stakeholder management and communication skills.
- Proven ability to operate effectively in matrixed environments with shared ownership models.
- Experience leading discovery processes and vendor evaluations.
- Ability to work autonomously in a remote, fast-paced environment.
- Working location must have working-hour overlap with U.S. time zones to support cross-functional collaboration.
Nice to Have
- Experience in humanitarian, nonprofit, or crisis response organizations.
- Familiarity with Knowledge Management Systems and governance frameworks.
- Experience supporting globally distributed, multilingual operations.
Team & Environment
Works closely with the VP, Response Technology. Partners with Enterprise Technology, Director of Knowledge Management, Response Operations, Community Response, People Response, and Response Security. Reporting to the VP, Response Technology.
Work Mode
This is a fully remote position. The working location must have working-hour overlap with U.S. time zones to support cross-functional collaboration.
WCK operates with an 'embrace chaos mindset' — we show up when others can't or won't, and we adapt in real-time to meet the needs of the communities we serve.
