**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) - Stakeholder interview synthesis and requirements documentation - Current-state assessment and gap analysis - Product vision document and 12-month roadmap - Platform solution recommendation with evaluation criteria (build vs. buy analysis) - CRM requirements assessment and preliminary recommendation - 3-month checkpoint presentation to leadership Phase 2: Selection & Planning (Months 4-6) - Vendor evaluation summary and recommendation - Platform architecture and integration design - Detailed implementation plan and timeline - MVP scope definition and acceptance criteria Phase 3: Build & Iterate (Months 7-12) - MVP delivery oversight and iteration based on user feedback - CRM integration with Phase 1 platform deployment - Product documentation and training materials - Quarterly roadmap updates and stakeholder reviews - 12-month engagement summary and transition plan