VP, Warrior Experience & Digital Transformation

Wounded Warrior Project; Colorado Springs (CO); Hybrid; USD 180,000 - 215,000; Full time

Benefits offered by this job

Flexible hybrid work schedule

Medical/Dental/Vision coverage for you

Competitive pay & incentives

Mission-focused, collaborative team

Job summary

Wounded Warrior Project (WWP) seeks a visionary Vice President of Warrior Experience to lead enterprise-wide strategy and deliver a seamless, personalized warrior experience across programs and channels. This executive role oversees the Warrior Experience Team, Digital Experience, Resource Center, and intake functions, driving human-centered, data-driven service delivery and digital transformation.

The role requires a decade of leadership in customer or veteran-focused operations, with strong

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, or related service delivery operations.

Responsibilities

• Develop and execute an enterprise-wide Warrior Experience strategy aligned with organizational mission and priorities.
• Lead a consistent, personalized, accessible, and integrated warrior experience across lines of business.
• Partner with executives to set priorities and operational plans for warrior engagement and innovation.
• Represent warrior voice in senior planning, budgeting, and change initiatives.
• Oversee digital experience strategy, self-service platforms, and AI-enabled tools.
• Sponsor and own MyWWP and future digital engagement platforms with vision and roadmap.
• Collaborate with Technology, Marketing, Analytics and vendors to drive digital innovation.
• Oversee Resource Center with service standards and performance metrics.
• Establish intake, assessment, screening, referral, and service-coordination strategies.
• Lead cross-functional collaboration to align engagement across programs and channels.
• Foster a culture of innovation, accountability, and data-driven decisions.
• Lead governance and transformation initiatives to deliver strategic priorities.
• Establish performance measures and dashboards for engagement and outcomes.
• Use analytics and voice-of-warrior insights to inform investments and improvements.
• Present insights to leadership and stakeholders.
• Build, mentor, and inspire a high-performing leadership team.
• Participate in leadership activities and serve as organization ambassador.
• Attend required trainings and department meetings.
• Other related duties as assigned.

Skills

Executive leadership

Enterprise-wide transformation

Customer/member experience

Digital engagement

Strategy development

Budget management

Stakeholder influence

Advanced analytics

Cross-functional leadership

Education

Bachelor's degree

Master's preferred

Job description

Wounded Warrior Project (WWP) seeks a visionary Vice President of Warrior Experience to lead enterprise-wide strategy and deliver a seamless, personalized warrior experience across programs and channels. This executive role oversees the Warrior Experience Team, Digital Experience, Resource Center, and intake functions, driving human-centered, data-driven service delivery and digital transformation.

The role requires a decade of leadership in customer or veteran-focused operations, with strong