Circle 4 Marketing, LLC

Operations

• Lead and develop a team of managers and engineers across Response Technology and Response Data functions
• Manage day-to-day operations, ensuring the team is responsive to field needs and aligned on priorities
• Work with the VP to triage incoming requests, balance competing priorities, and allocate team capacity
• Build a cohesive team culture that embodies WCK's values — adaptability, collaboration, and urgency
• Own hiring, performance management, and professional development for direct reports
• Ensure field teams have reliable access to technology tools, data systems, infrastructure and training during responses
• Serve as the escalation point for technology issues during active responses, coordinating rapid resolution
• Maintain operational readiness — on-call coverage, activation protocols, and surge capacity planning
• Travel to activations as needed to provide direct support and gather firsthand feedback on field needs
• Coordinate with Response Operations, Response Security, and Community Response during activations
• Support the PM, Response Support Platform in operationalizing implementation across Response Technology Operations
• Partner with the Director of Knowledge Management to ensure RT processes and workflows are documented in the KMS
• Establish feedback loops to capture lessons learned from activations and integrate them into platform improvements
• Model, draft, and propose playbooks, policies, and SOPs that will be embedded in the Response Support Platform
• Ensure the team is prepared to adopt and leverage new platform capabilities as they come online
• Oversee scoping of technology and data needs within Response Operations, translating operational requirements into actionable projects
• Manage delivery of technology initiatives — whether working with internal teams, external vendors, or Enterprise Technology
• Track project timelines, dependencies, and risks; escalate blockers and ensure commitments are met
• Continuously identify opportunities to leverage technology for efficiency gains — both for frontline teams and for the RT support model
• Oversee deployable technology asset inventory, ensuring accurate records are maintained
• Ensure equipment is properly maintained, tested, and kept deployment-ready
• Oversee procurement of technology assets as necessary, coordinating with relevant stakeholders
• Proactively identify opportunities to improve response technology tools, systems, and infrastructure
• Partner with Enterprise Technology on engineering governance, architecture decisions, and technical standards
• Collaborate with Response Operations leadership to understand evolving operational needs
• Coordinate with Response Security on technology requirements for security monitoring and team safety
• Build relationships across WCK to ensure Response Technology is seen as a trusted, responsive partner
• Establish and track metrics for team performance — response times, issue resolution, field satisfaction
• Ensure data quality and system reliability across response technology platforms
• Balance technical debt management with new development based on organizational priorities
• Own incident management for critical system failures, ensuring rapid resolution and root cause analysis

Response Technology Operations Director