VP, Warrior Experience | Hybrid Leadership for Impact

Wounded Warrior Project; Pittsburgh (Allegheny County); Hybrid; USD 180,000 - 215,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life/AD&D

Short-term Disability

Long-term Disability

Employee Assistance Program

401(k) retirement plan

Competitive PTO package

Sick Leave

Family Care Leave

Paid Holidays

Birthday Holiday

Education Assistance

Teammate Wellness Program

Bereavement Leave

Job summary

Wounded Warrior Project seeks a senior leader to shape the enterprise Warrior Experience, unifying programs and engagement across channels. You will lead the Warrior Experience Team, Digital Experience, Resource Center, and centralized intake to deliver a seamless journey for warriors and families.

You will champion human-centered, data-driven decision making, drive cross-functional collaboration, and align technology, processes, and programs to maximize mission impact.

Qualifications

• Ten years of progressive leadership experience in customer or member experience or related field.
• Eight years of staff management experience and experience leading organizational transformation.
• Experience overseeing digital platforms and digital engagement ecosystems; Bachelor's degree required.

Responsibilities

• Develop and execute an enterprise-wide Warrior Experience strategy aligned with mission and priorities.
• Lead a senior team to deliver a consistent, personalized warrior experience across lines of business.
• Partner with executives to set priorities, plans, and strategies that improve engagement and outcomes.
• Represent warrior voice in budgeting, transformation, and organizational change initiatives.
• Oversee digital experience strategy including self-service platforms, apps, communities, and AI tools.
• Act as sponsor for MyWWP and future digital platforms, setting vision, roadmap, governance, and metrics.
• Collaborate with Technology, Marketing, Analytics, and vendors to drive innovation and accessibility.
• Provide strategic oversight of the Resource Center with service standards and metrics.
• Establish intake, assessment, screening, referral, and service-coordination strategies for seamless access.
• Eliminate silos and foster cross-functional collaboration across programs and channels.

Skills

Leadership

Strategic planning

Stakeholder management

Data-driven

Communication

Change management

Digital transformation

Customer experience

Budgeting

Analytics

Education

Bachelor's degree

Master's degree

Tools

ASIST Certification

Job description

Wounded Warrior Project seeks a senior leader to shape the enterprise Warrior Experience, unifying programs and engagement across channels. You will lead the Warrior Experience Team, Digital Experience, Resource Center, and centralized intake to deliver a seamless journey for warriors and families.

You will champion human-centered, data-driven decision making, drive cross-functional collaboration, and align technology, processes, and programs to maximize mission impact.