Vice President - Warrior Experience

Wounded Warrior Project; Jacksonville (FL); Hybrid; USD 180,000 - 215,000; Full time

Benefits offered by this job

Hybrid work schedule

Medical, dental, vision coverage for 1

Competitive pay and incentives

Mission-focused, collaborative team

Job summary

Wounded Warrior Project seeks a visionary Vice President of Warrior Experience to lead the enterprise-wide strategy for a seamless, personalized warrior journey across all programs and channels. This senior role oversees the Warrior Experience Team, Digital Experience, Resource Center, and Centralized Intake & Screening to deliver accessible, high-impact support.

The ideal candidate will have extensive leadership in customer experience, digital transformation, and change management, with a focus

Qualifications

• Senior leadership experience in customer or member experience, digital transformation, or operations.
• Proven ability to lead enterprise-wide transformation and change initiatives.
• Experience overseeing digital platforms and digital engagement ecosystems.

Responsibilities

• Develop and execute an enterprise-wide Warrior Experience strategy aligned with mission and priorities.
• Lead a consistent, personalized warrior experience across all lines of business.
• Partner with executives to set priorities and organizational strategies for engagement and innovation.
• Represent warrior voice in budgeting, planning, and transformation initiatives.
• Oversee digital experience strategy including self-service platforms, apps, and AI tools.
• Act as sponsor for MyWWP and future digital platforms with vision and roadmap.
• Collaborate with Technology, Marketing, Analytics and vendors to align standards.
• Establish service standards and metrics for the Resource Center and intake functions.
• Drive cross-functional collaboration and elimination of silos.
• Promote a culture of innovation, accountability, and data-driven decisions.

Skills

Executive leadership

Strategic planning

Change management

Digital engagement

Budget management

Stakeholder communication

Team leadership

Education

Bachelor’s degree

Master’s degree

Job description

Great benefits. Competitive pay. We know these are some of the things people look for in a job.

If you’re the kind of person who believes that honoring and empowering our nation’s veterans is more than just a cause — that it’s a calling — then we’re ready to meet you.

When you join Wounded Warrior Project® (WWP), you’re committing to making a difference. We make a commitment to you, too – helping you to find that spark, ignite your passion to serve, and embark on a career with meaning and purpose.

At WWP™, we recognize our mission cannot be accomplished without our talented teammates, which is why we’re proud to offer benefits such as:

• A flexible hybrid work schedule (three days in the office, two days’ work from home)
• Full medical, dental, and vision coverage for both teammates AND family members
• Competitive pay and performance incentives
• A fun, mission-focused, and collaborative team environment

A mission that matters is just the beginning, so if you’re ready to get started, we’re ready for you.

Job Description

The Wounded Warrior Project (WWP) Vice President of Warrior Experience leads the organization's enterprise-wide strategy to deliver a seamless, personalized, and integrated warrior experience across all programs, services, and engagement channels. This role provides senior oversight of the Warrior Experience Team, Digital Experience, Resource Center, and Centralized Intake & Screening functions, ensuring coordinated, accessible, and impactful support throughout the warrior journey. As a member of the senior leadership team, the Vice President champions a human-centered, data-driven approach to engagement, service delivery, and digital transformation, aligning people, processes, technology, and programs to improve outcomes for warriors and their families. Working collaboratively across the organization, this leader drives alignment, innovation, operational excellence, and measurable mission impact.

DUTIES & RESPONSIBILITIES

• Develop and execute an enterprise-wide Warrior Experience strategy aligned with organizational mission, vision, and strategic 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, affinity, outcomes, and innovation.
• Represent the voice of the warrior in senior decision-making, strategic planning, budgeting, transformation efforts, and organizational change initiatives.
• Provide senior oversight of the organization’s digital experience strategy, including self-service platforms, mobile applications, online communities, personalized communications, learning platforms, AI-enabled tools, and other digital engagement platforms.
• Serve as executive sponsor and product owner for MyWWP and future digital engagement platforms, establishing vision, roadmap, governance, performance measures, and continuous improvement strategies.
• Partner with Technology, Marketing, Analytics, and external vendors to drive digital innovation, integration, accessibility, and alignment with organizational service and brand standards.
• Provide strategic oversight of the Resource Center, establishing service standards, workforce strategies, quality measures, operational metrics, and technology-enabled solutions that enhance responsiveness, scalability, satisfaction, and operational effectiveness.
• Establish enterprise intake, assessment, screening, referral, and service-coordination strategies that create a seamless and coordinated entry experience for warriors while improving consistency, efficiency, data quality, and speed-to-support.
• Lead enterprise efforts to eliminate silos, strengthen cross-functional collaboration, and align warrior engagement activities across programs, communications, technology platforms, and service delivery channels.
• Champion a culture of innovation, accountability, continuous improvement, data-driven decision-making, and cross-functional partnership.
• Lead enterprise governance, organizational transformation initiatives, and large-scale cross-functional efforts to ensure successful execution of strategic priorities.
• Establish and monitor enterprise performance measures, dashboards, and reporting frameworks to evaluate engagement, satisfaction, accessibility, operational effectiveness, enrollment, affinity, quality, and overall Warrior Experience outcomes.
• Utilize analytics, journey mapping, and voice-of-warrior insights to inform strategic decisions, investments, and continuous improvement efforts.
• Present strategic insights and recommendations to executive leadership, board committees, and key stakeholders while ensuring organizational decisions are informed by warrior needs, behaviors, and outcomes.
• Build, mentor, and inspire a high-performing leadership team focused on innovation, collaboration, mission impact, and exceptional service.
• Participate in senior leadership activities and serve as an ambassador for the organization internally and externally.
• Attend and actively participate in required training and/or meetings, including but not limited to New Teammate Orientation, WWP Cares, ASIST Suicide Prevention training, Leadership training, culture/team based training, or departmental huddles.
• Other related duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Exceptional senior leadership and strategic planning capabilities.
• Proven ability to lead enterprise-wide transformation and change initiatives.
• Deep understanding of customer experience, service design, human-centered design, and digital engagement strategies.
• Experience leading large, multi-disciplinary teams across service operations, digital platforms, and customer support functions.
• Strong business acumen with demonstrated success managing budgets, resource allocation, and organizational performance.
• Expertise in developing organizational strategies, governance structures, and performance management frameworks.
• Exceptional communication and senior presentation skills with the ability to influence stakeholders at all levels.
• Demonstrated ability to build alignment across departments and foster collaborative partnerships.
• Strong analytical mindset with experience leveraging data to drive strategic decisions.
• Ability to simplify complexity, navigate ambiguity, and drive measurable outcomes.
• High emotional intelligence and strong relationship management skills.
• Unequivocal commitment to the highest standards of personal and business ethics and conduct.
• Mission-driven, guided by core values, and a pleasure to work with.

EXPERIENCE Requirements

• 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.

Preferences

• Experience serving military and veteran communities, with knowledge of issues affecting wounded warriors and their families.
• Experience leading centralized intake, service coordination, navigation, or case management functions.
• Experience implementing AI-enabled customer engagement, personalization, automation, or self-service strategies.

EDUCATION Requirements

• Bachelor’s degree.

Preferences

• Master’s degree in business administration, management, public administration, healthcare administration, social services, or related field.

CERTIFICATIONS & LICENSURE Requirements

• Valid state-issued driver’s license. Ability to obtain ASIST Certification within 1 year of hire.

Preferences

• ASIST Certification.

WORK ENVIRONMENT/PHYSICAL DEMANDS

General office environment; temperature controlled. Up to 25% travel.

We recognize the success of our mission depends on the efforts of our passionate, hard-working teammates. To help teammates remain focused on the warriors and families we serve, WWP offers a comprehensive benefits package that includes; Medical/Prescription drug, Dental, Vision, Life/AD&D, Short-term Disability, Long-term Disability, and an Employee Assistance Program.

WWP also offers a 401(k)-retirement plan, a competitive PTO package, Sick Leave, Family Care Leave, Paid Holidays, Birthday Holiday, Education Assistance, Teammate Wellness Program and Bereavement Leave.

For Chicago, IL, Colorado Springs, CO, New York, NY, San Diego, CA, Tacoma, WA, and Washington, DC Applicants: The estimated hiring range for this position is between $180,000 - $215,000 annual base salary, subject to a candidate’s combination of experience, qualifications, and credentials.

This position may also be eligible for an annual performance incentive.

We recognize the success of our mission depends on the efforts of our passionate, hard-working teammates. To help teammates remain focused on the warriors and families we serve, WWP offers a comprehensive benefits package that includes; Medical/Prescription drug, Dental, Vision, Life/AD&D, Short-term Disability, Long-term Disability, and an Employee Assistance Program.

WWP also offers a 401(k)-retirement plan, a competitive PTO package, Sick Leave, Family Care Leave, Paid Holidays, Birthday Holiday, Education Assistance, Teammate Wellness Program and Bereavement Leave.

For Chicago, IL, Colorado Springs, CO, New York, NY, San Diego, CA, Tacoma, WA, and Washington, DC Applicants: The estimated hiring range for this position is between $180,000 - $215,000 annual base salary, subject to a candidate’s combination of experience, qualifications, and credentials.

This position may also be eligible for an annual performance incentive.

*ca-kw #LI-HYBRID Wounded Warrior Project® is an equal opportunity employer committed to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, marital status, citizenship, age, veteran or military status, disability, genetic information, or any other characteristic protected by law.

Please note: Wounded Warrior Project is not seeking assistance or accepting unsolicited resumes from search firms without a written search agreement in place. All resumes submitted by search firms to any employee at Wounded Warrior Project via email, the Internet or directly to hiring managers at Wounded Warrior Project in any form without a valid written search agreement in place will be deemed the sole property of Wounded Warrior Project, and no fee will be paid in the event the candidate is hired by Wounded Warrior Project as a result of the referral or through other means.

Wounded Warrior Project® (WWP) is a veterans service organization that is transforming the way America’s wounded veterans are empowered, employed, and engaged in their communities. WWP™ works with warriors and their families to create paths toward success as they transition back into civilian life. Through direct programs and services, WWP connects warriors to a network of support and resources to address their evolving needs. The WWP team is passionate about creating impact—and since 2003, has improved the lives of over half a million warriors and their families. In fact, many WWP employees are veterans themselves and have experienced firsthand the benefits of its programs and services Wounded Warrior Project® is an equal opportunity employer committed to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, marital status, citizenship, age, veteran or military status, disability, genetic information, or any other characteristic protected by law.