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Digital Experience Specialist II
Wounded Warrior Project. Facilitate Warrior Experience initiatives for digital platforms and related projects .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing digital platforms and enhancing customer experience through effective stakeholder engagement, process improvement, and operational oversight. Proven ability to lead cross-functional teams and implement strategic initiatives that align with organizational goals.
Highest-signal resume keywords
Digital Platform ManagementSalesforce ExperienceProgram ImprovementStakeholder EngagementChange Initiative Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Digital Experience ImprovementWorkflow AnalysisProcess EnhancementFeature Enhancement SupportOperational Process DevelopmentFeedback ManagementGovernance/Product OwnershipBusiness Case DevelopmentRisk ManagementContinuous Improvement
Soft Skills
Excellent Communication SkillsStrong Relationship ManagementEffective Problem-Solving SkillsOrganizational SkillsCritical Thinking
Tools & Technologies
SalesforceCRM PlatformsDigital PlatformsMyWWP Portal
Certifications & Qualifications
ASIST Certification
Industry Keywords
Veteran-ServingNonprofitCustomer Experience Best PracticesProgram and Service Delivery
About the role
Key responsibilities & impact- Facilitate Warrior Experience initiatives for digital platforms and related projects
- Support digital experience initiatives and platform management, including stakeholder engagement, business case development, risk management, backlog management, continuous improvement, and communication/reporting
- Assist in business decision-making related to digital platform maintenance, feature enhancements, and troubleshooting
- Manage and support efforts for WWP’s MyWWP portal and other digital platforms, including enhancement planning and implementation, executive reporting, feedback management, MyWWP Communities oversight, vendor coordination, and governance/product ownership tasks
- Ensure platform updates and enhancements improve the warrior experience while aligning with Salesforce and program processes
- Lead cross-functional workgroups and initiatives that enhance the warrior’s digital experience
- Coordinate with Programs to gather ideas and feedback, negotiate outputs, support adoption and implementation, and facilitate organization-wide communications
- Prepare materials for team and staff meetings to support decision-making
- Review and evaluate current digital processes, identify challenges, and recommend solutions
- Translate workgroup ideas into recommendations for program and digital delivery changes and present them to leadership
- Establish operational processes for implemented initiatives, including updates and maintenance
- Develop methods to connect departments and reduce silos in program and service delivery
- Participate in rollout of key strategic initiatives
- Serve as a subject matter resource for program and warrior digital experience questions
- Assist in developing and prioritizing initiatives and projects for the Warrior Experience team
- Attend required training and meetings
- Perform other related duties as assigned
Requirements
What you’ll need- Bachelor’s degree; equivalent combination of applicable education, training, certification, and experience may be considered in lieu of degree
- Ability to obtain ASIST Certification within 1 year of hire
- Five years of experience supporting, delivering, or improving programs, services, or digital experiences in veteran-serving, nonprofit, or commercial environments
- Five years of experience analyzing challenges and improving workflows and processes in a programmatic or digital environment
- Three years of experience maintaining, enhancing, and supporting digital platforms or initiatives
- Two years of experience supporting or leading teams through change initiatives and process transitions
- Two years of experience working with Salesforce or similar CRM platforms
- Ability to gain a strong working knowledge of WWP programs and services
- Demonstrated ability to manage digital initiatives with a focus on enhancing customer experience
- Proven ability to lead work teams and contribute ideas that solve problems and achieve results
- Excellent verbal and written communication skills
- Strong relationship management skills
- Effective operational and problem-solving skills
- Strong organizational and time management skills
- Critical thinking skills
- Working knowledge of Salesforce functionality and its application to program and service delivery
- Demonstrated understanding of customer experience best practices
- Unequivocal commitment to the highest standards of personal and business ethics and conduct
- Mission-driven, guided by core values, and a pleasure to work with
Benefits
Comp & perks- A flexible hybrid work schedule (three days in the office, two days’ work from home)
- Full medical, dental, and vision coverage for both teammates AND family members
- Competitive pay and performance incentives
- A fun, mission-focused, and collaborative team environment
- Medical/Prescription drug, Dental, Vision, Life/AD&D, Short-term Disability, Long-term Disability, and an 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
- Up to 15% travel