Chief Warrior Experience Officer

Wounded Warrior Project; Phoenix (AZ); Hybrid; USD 180,000 - 215,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement plan

Paid holidays

Sick leave

Family care leave

Education assistance

Teammate wellness program

Job summary

Wounded Warrior Project (WWP) is seeking a visionary Vice President of Warrior Experience to lead enterprise-level strategy for a seamless, personalized warrior journey across programs, services, and engagement channels.

You will champion human-centered, data-driven engagement, oversee MyWWP and future digital platforms, and partner with Technology, Marketing, and Analytics to drive innovation and measurable impact. This hybrid role sits on the senior leadership team.

Qualifications

• Ten years of progressive leadership experience in customer or member experience, digital transformation, operations, service delivery, or a related field.
• Eight years of staff management experience.
• Experience developing and executing enterprise-wide strategic initiatives, including leading organizational transformation and change management efforts.
• Experience overseeing digital platforms and digital engagement ecosystems.
• Experience leading customer service, contact center, resource center, intake, or related service delivery operations.

Responsibilities

• Develop and execute an enterprise-wide Warrior Experience strategy aligned with organizational mission, vision, and priorities.
• Serve as the senior leader responsible for a consistent, personalized, accessible, and integrated warrior experience across all lines of business.
• Partner with executive leadership to establish priorities, operational plans, and organizational strategies that advance warrior engagement and outcomes.
• Represent the voice of the warrior in senior decision-making, budgeting, transformation efforts, and change initiatives.
• Provide senior oversight of the organization's digital experience strategy, including self-service platforms and mobile apps.
• Lead governance for MyWWP and future digital engagement platforms with clear vision and metrics.
• Collaborate with Technology, Marketing, Analytics, and vendors to drive digital innovation and alignment with standards.
• Oversee Resource Center with service standards, workforce strategies, and performance metrics.
• Establish intake, assessment, screening, referral, and service-coordination strategies for seamless warrior support.
• Eliminate silos and strengthen cross-functional collaboration across programs, communications, and platforms.
• Foster a culture of innovation, accountability, and data-driven decision-making.
• Drive enterprise governance and large-scale transformation initiatives.
• Set and monitor performance measures and reporting frameworks for engagement and outcomes.
• Utilize analytics and insights to inform strategic decisions and investments.
• Present strategic recommendations to leadership and boards of stakeholders.
• Build and mentor a high-performing leadership team.

Skills

Senior leadership

Strategic planning

Enterprise transformation

Change management

Digital engagement

Stakeholder influence

Data-driven decision making

Cross-functional leadership

Education

Bachelor's degree

Master's degree (preferred)

Tools

AI-enabled tools

Self-service platforms

Digital engagement platforms

Job description

Wounded Warrior Project (WWP) is seeking a visionary Vice President of Warrior Experience to lead enterprise-level strategy for a seamless, personalized warrior journey across programs, services, and engagement channels.

You will champion human-centered, data-driven engagement, oversee MyWWP and future digital platforms, and partner with Technology, Marketing, and Analytics to drive innovation and measurable impact. This hybrid role sits on the senior leadership team.