Circle 4 Marketing, LLC

Vice President, Response Support

Circle 4 Marketing, LLC

full-time

Posted on:

Origin:  • 🇺🇸 United States • District of Columbia, Washington

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $160,000 - $200,000 per year

Job Level

Lead

Tech Stack

CloudServiceNowSplunk

About the role

  • Lead the design, implementation, and global scaling of WCK’s 24x7 omnichannel Response Support platform.
  • Operationalize WCK’s principle that “we are all response”, ensuring seamless, responsive, and accountable support to field and central teams.
  • Oversee the integration and day-to-day use 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) and remains current with policies, playbooks, and lessons learned.
  • Integrate technologies including workflow automation, RBAC, AI/ML tools, audit trails, and monitoring systems.
  • Establish and manage a global omnichannel helpdesk (on-site and virtual), delivering multilingual support across voice, chat, apps, and email.
  • Oversee real-time workforce management, scheduling, time zone coverage, business continuity, and redundancy for 24x7 support.
  • Build and lead a cross-functional Response Support team of technology specialists, operational leads, and monitoring analysts.
  • Partner with Governance, Response Operations, Community Response, People Response, and Security to align Response Support with WCK’s global vision.
  • Ensure auditability by default and capture lessons learned for continuous improvement integrated into the KMS.
  • Application requires a cover letter; selection includes reference and background checks; applicants must be authorized to work in the United States; no sponsorship available; WCK participates in E-Verify; no recruiters or agencies.

Requirements

  • 15+ years of leadership experience in global helpdesk or contact center operations, managing 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 helpdesk technologies: 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; Operational Agility; Technical Fluency; Governance Partnership; Collaborative Leadership; Mission-Driven.
  • Preferred Experience: Prior leadership experience at global humanitarian scale or multinational operations; deploying/integrating omnichannel platforms; familiarity with AI-enabled workforce optimization; embedding continuous improvement frameworks into the KMS.