VP, Warrior Experience & Digital Transformation

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

Benefits offered by this job

Flexible hybrid schedule

Comprehensive benefits package

Competitive compensation

Job summary

Wounded Warrior Project (WWP) seeks a visionary Vice President of Warrior Experience to lead the enterprise-wide strategy for a seamless, personalized journey across programs and engagement channels. You will oversee Warrior Experience, Digital Experience, Resource Center, and Centralized Intake functions, driving human-centered, data-driven transformation and measurable mission impact.

As a member of the senior leadership team, you will align people, processes, and technology, partner with

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.

Education

Bachelor's degree

Job description

Wounded Warrior Project (WWP) seeks a visionary Vice President of Warrior Experience to lead the enterprise-wide strategy for a seamless, personalized journey across programs and engagement channels. You will oversee Warrior Experience, Digital Experience, Resource Center, and Centralized Intake functions, driving human-centered, data-driven transformation and measurable mission impact.

As a member of the senior leadership team, you will align people, processes, and technology, partner with