Response Technology Operations Director
$130k - $160k USD
World Central Kitchen uses the power of food to nourish communities and strengthen economies in times of crisis and beyond. WCK has served more than 400 million meals around the world, pioneering a model that is fast, locally driven, and dignified.
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 leaders who thrive in this environment: resourceful, resilient, and driven by the fierce urgency of the mission.
The Director, Response Technology Operations leads WCK's Response Technology and Data teams, ensuring frontline responders have access to the technology tools, data, and infrastructure they need to conduct safe, efficient, and informed relief operations. This role balances reactive support during activations with proactive development of systems and processes that improve how WCK responds to crises.
Reporting to the VP, Response Technology, the Director serves as the operational leader for the function — managing day-to-day team operations, triaging and prioritizing work, and ensuring the team delivers reliable, responsive support to field teams around the world. This is a hands-on leadership role that requires both strategic thinking and willingness to roll up sleeves during high-intensity response periods.
Key Responsibilities:
Team Leadership & 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
Frontline Support & Activation Readiness
- 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
Response Support Platform
- 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
Project Management & Delivery
- 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
Technology Assets & Infrastructure
- 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
Cross-Functional Collaboration
- 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
Quality & Performance
- 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
Requirements
- 8+ years of experience in technology operations, data management, or technical program management
- 4+ years of experience managing teams, including managing managers
- Strong project management skills — experience scoping requirements, managing delivery, and coordinating across internal teams and vendors
- Demonstrated ability to lead in fast-paced, high-pressure environments with shifting priorities
- Strong technical acumen across both hardware and data — ability to understand systems architecture, data flows, integration patterns, and field technology infrastructure
- Experience supporting field operations or distributed teams in operational contexts
- Excellent communication skills — able to translate between technical and non-technical stakeholders
- Track record of building effective processes and documentation
- Proactive mindset — always looking for ways to leverage technology to create efficiencies
- Willingness to work flexible hours, including evenings and weekends during response activations
- Ability to travel to response locations globally, including potentially challenging environments
Preferred
- Experience in humanitarian, disaster response, logistics, or crisis management organizations
- Familiarity with data platforms (Airtable, Salesforce, or similar) and integration technologies
- Experience managing technology asset inventories and field equipment deployments
- Experience with knowledge management systems and process documentation
- Background in organizations that operate 24/7 or have on-call support models
- Experience operationalizing new platforms or systems in complex organizational environments
- PMP, Agile, or other project management certification
- Fluency in English. Proficiency in Spanish and/or Arabic
Application & Cover Letter
This application requires a cover letter that explains your interest in this position and in working for WCK. Applications without a letter will not be considered.
References and Background Checks
To help ensure the safety of our communities and our teams, our selection process will include reference and background checks, subject to any legal or regulatory requirements.
Equal Opportunity
WCK is an equal opportunity employer committed to inclusion and diversity and to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.
Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of employment at this time.
E-Verify
For US based employment, WCK participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Please view the E-Verify posters here with important information.
Para empleados en los EEUU, WCK participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.. Los empleadores sólo pueden utilizar E-Verify una vez que usted haya aceptado una oferta de trabajo y completado el Formulario I-9. Haz clic aquí para ver los carteles de E-Verify con información importante.
No recruiters or agencies, please.
Benefits
WCK Employee Benefits Overview
- ZERO Premiums: WCK covers 100% of insurance premiums for employees and their dependents, including medical, dental, vision, and group life coverage. Benefits begin on your date of hire.
- Voluntary Benefits:
- Options include:
- Additional Life Insurance
- Pet Insurance
- Supplemental AD&D
- Flexible Spending Accounts (Dependent Care and Health Care)
- 403(b) Retirement Plan:
- WCK offers a 50% match up to 8% of employee salary deferrals, beginning within 30 days of hire.
- Life & Disability Insurance:
- 100% employer-sponsored group life and disability insurance provided within 30 days.
- Paid Time Off (PTO):
- Responsible PTO, including vacation, sick, and personal leave, plus paid holidays.
- Growth Opportunities:
- Learning and development support to grow your career.
- Employee Assistance Program (EAP):
- Free and confidential support for life’s challenges.
- Annual Salary Reviews and additional benefits outlined in the Personnel Manual.