VP, Warrior Experience & Digital Strategy

Wounded Warrior Project; Tacoma (WA); Hybrid; USD 180,000 - 215,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Medical, dental, and vision coverage

Competitive pay and incentives

Mission-focused and collaborative team

Job summary

Wounded Warrior Project seeks a transformative leader to direct the Warrior Experience across programs and channels. You will set strategy, align teams, and drive UX, digital platforms, and service delivery with a data-driven mindset.

As a senior leader, you will champion innovation, governance, and measurable impact, collaborating with executives to improve outcomes for warriors and their families while coordinating with 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.
• 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.
• Lead enterprise governance, organizational transformation initiatives, and large-scale cross-functional efforts to ensure successful execution of strategic priorities.
• Establish enterprise performance measures, dashboards, and reporting frameworks to evaluate engagement, satisfaction, accessibility, operational effectiveness, enrollment, affinity, quality, and outcomes.

Skills

Leadership

Strategic planning

Change management

Customer experience

Budgeting

Cross-functional collaboration

Education

Bachelor's degree

Job description

Wounded Warrior Project seeks a transformative leader to direct the Warrior Experience across programs and channels. You will set strategy, align teams, and drive UX, digital platforms, and service delivery with a data-driven mindset.

As a senior leader, you will champion innovation, governance, and measurable impact, collaborating with executives to improve outcomes for warriors and their families while coordinating with technology, marketing, analytics, and external partners.