Product Manager, Response Support Platform (Consulting Agreement)

Job Description

World Central Kitchen (WCK) is building a global Response Support Platform to deliver 24x7 omnichannel support to frontline teams operating in crisis environments worldwide. This platform will integrate AI-powered Tier 0 self-service, a Knowledge Management System (KMS), multilingual helpdesk capabilities, Global Event Monitoring (GEM), and CRM capabilities — either expanding our current use of Salesforce or evaluating alternative solutions.

The VP, Response Technology holds accountability for the platform vision and strategy. The Product Manager will work closely with the VP to drive execution — conducting discovery, developing recommendations, managing stakeholder engagement, and coordinating implementation. This is a highly collaborative role where the PM brings structure, rigor, and execution capacity while the VP provides strategic direction, prioritization guidance, and decision-making on key trade-offs.

Key Partnerships
This role sits at the intersection of several teams. Success depends on building strong, trust-based relationships across the organization.

• Enterprise Technology owns WCK's technology stack and will provide engineering capacity for implementation. The PM needs to deeply understand the existing stack, some components may already meet platform requirements, and stay tightly aligned on architecture decisions and build vs. buy trade-offs.
• The Director of Knowledge Management (within Governance) holds functional ownership of  Knowledge Management (KM) curation and implementation. The PM will partner closely with them to ensure the KMS component reflects governance standards while meeting operational needs.
• Beyond these core partnerships, the PM will engage regularly with Response Operations, Community Response, People Response, and Response Security — the teams who will ultimately use the platform daily.

Key Responsibilities

Product Strategy & Vision

• Shape the product vision for the Response Support Platform across all components: KM, omnichannel helpdesk, AI Tier 0, Global Event Monitoring (GEM), and CRM
• Develop comprehensive product requirements based on stakeholder needs across Response Operations, Community Response, People Response, Response Security, and Governance
• Create and maintain a prioritized product roadmap aligned with organizational priorities
• Navigate trade-offs across speed, safety, compliance, and user experience

Discovery & Requirements

• Conduct stakeholder interviews across all functional areas to understand support needs, pain points, 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 in coordination with Enterprise Technology

Solution Evaluation & Selection

• Assess existing tools within WCK's technology stack for potential use, in partnership with Enterprise Technology
• Research and evaluate enterprise platform options (e.g., ServiceNow, Salesforce Service Cloud, Zendesk, Genesys) with consideration for build vs. buy trade-offs
• Evaluate AI/ML capabilities for Tier 0 self-service, NLP translation, and predictive routing
• Assess CRM requirements and evaluate options — including expansion of current Salesforce implementation or alternative solutions
• Develop solution recommendation documentation and evaluation criteria aligned with Enterprise Technology standards
• Coordinate vendor demonstrations and technical evaluations as needed

Stakeholder Alignment & Communication

• Build cross-functional alignment with partner teams
• Prepare and present progress updates to stakeholders
• Manage stakeholder expectations and surface escalations as needed
• Drive consensus on prioritization decisions

Deliverables

Phase 1: Discovery & Foundation (Months 1-3)

1. Stakeholder interview synthesis and requirements documentation
2. Current-state assessment and gap analysis
3. Product vision document and 12-month roadmap
4. Platform solution recommendation with evaluation criteria (build vs. buy analysis)
5. CRM requirements assessment and preliminary recommendation
6. 3-month checkpoint presentation to leadership

Phase 2: Selection & Planning (Months 4-6)

1. Vendor evaluation summary and recommendation
2. Platform architecture and integration design
3. Detailed implementation plan and timeline
4. MVP scope definition and acceptance criteria

Phase 3: Build & Iterate (Months 7-12)

1. MVP delivery oversight and iteration based on user feedback
2. CRM integration with Phase 1 platform deployment
3. Product documentation and training materials
4. Quarterly roadmap updates and stakeholder reviews
5. 12-month engagement summary and transition plan

3-Month Evaluation Criteria

At the 3-month checkpoint, the engagement will be evaluated against the following success criteria:

• Completion of stakeholder discovery across all key functional areas
• Delivery of product vision document and roadmap approved by VP, Response Technology
• Platform solution recommendation delivered and evaluation process initiated
• CRM requirements documented with preliminary recommendation
• Demonstrated ability to drive alignment across cross-functional stakeholders
• Established effective working relationships with Enterprise Technology and Knowledge Management partners
• Effective communication and collaboration with Response Technology leadership

Either party may terminate the engagement at the 3-month checkpoint with 14 days written notice if the above criteria are not satisfactorily met.

Working Arrangements

• Location: Remote (US timezone overlap required for core collaboration hours)
• Hours: Full-time equivalent (~40 hours/week)
• Communication: Regular syncs with VP, Response Technology; async collaboration via Slack/email
• Travel: Minimal; potential for occasional travel to WCK HQ or field locations if needed

Terms & Conditions

• Initial term: 12 months from contract effective date
• 3-month evaluation checkpoint with mutual termination option (14 days notice)
• Extension beyond initial term subject to mutual agreement
• All work product and intellectual property created under this agreement shall be owned by WCK

Requirements

Required Qualifications

• 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

Preferred

• Experience in humanitarian, nonprofit, or crisis response organizations
• Familiarity with Knowledge Management Systems and governance frameworks
• Experience supporting globally distributed, multilingual operations

Benefits

Why Join Us?

World Central Kitchen uses the power of food to nourish communities and strengthen economies in times of crisis and beyond. We are first responders, mobilizing with a network of food trucks, restaurants, and community kitchens to provide chef-prepared meals to those in need.

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. We're looking for team members who thrive in this environment: resourceful, resilient, and driven by the urgency of the mission.