VP of Warrior Experience & Digital Transformation

Wounded Warrior Project; Houston (TX); Hybrid; USD 180,000 - 215,000; Full time

Benefits offered by this job

Medical/Prescription drug

Dental

Vision

Life/AD&D

Short-term Disability

Long-term Disability

Employee Assistance Program

401(k) retirement plan

PTO

Sick Leave

Family Care Leave

Paid Holidays

Birthday Holiday

Education Assistance

Teammate Wellness Program

Bereavement Leave

Job summary

Wounded Warrior Project seeks a strategic, senior leader to drive the Warrior Experience across programs and platforms. You will oversee digital engagement, intake, and service delivery, partnering with executives to set priorities and ensure exceptional outcomes for warriors and families.

The role emphasizes innovation, governance, and data-driven decision-making with a focus on collaboration across technology, marketing, analytics, and external partners.

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 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.

Skills

Executive leadership

Strategic planning

Digital transformation

Customer experience

Stakeholder management

Budgeting

Governance

Data-driven decisions

Cross-functional collaboration

Education

Bachelor's degree

Tools

AI-enabled tools

Job description

Wounded Warrior Project seeks a strategic, senior leader to drive the Warrior Experience across programs and platforms. You will oversee digital engagement, intake, and service delivery, partnering with executives to set priorities and ensure exceptional outcomes for warriors and families.

The role emphasizes innovation, governance, and data-driven decision-making with a focus on collaboration across technology, marketing, analytics, and external partners.