Vice President – Warrior Experience

Wounded Warrior Project

. Develop and execute an enterprise-wide Warrior Experience strategy aligned with organizational mission, vision, and strategic priorities .

Posted 9/23/2026full-timeUnited StatesLead💰 $180,000 - $215,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading enterprise-wide strategic initiatives, digital transformation, and customer experience management. Proven ability to build high-performing teams, foster cross-functional collaboration, and drive measurable outcomes through data-driven decision-making.

Highest-signal resume keywords

Enterprise-Wide Strategic InitiativesDigital Transformation LeadershipCustomer Experience ManagementStaff Management ExperienceChange Management Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Digital Engagement StrategiesService DesignOrganizational TransformationPerformance Management FrameworksBudget ManagementData AnalysisJourney MappingGovernance StructuresOperational MetricsResource Allocation

Soft Skills

Exceptional CommunicationHigh Emotional IntelligenceRelationship ManagementStrategic PlanningCollaboration

Tools & Technologies

Self-Service PlatformsMobile ApplicationsOnline CommunitiesAI-Enabled ToolsDigital Engagement Platforms

Certifications & Qualifications

ASIST Certification

Industry Keywords

Customer ExperienceService DeliveryDigital PlatformsOperational PlansCross-Functional Collaboration

About the role

Key responsibilities & impact

Develop and execute an enterprise-wide Warrior Experience strategy aligned with organizational mission, vision, and strategic priorities
Lead a consistent, personalized, accessible, and integrated warrior experience across all lines of business
Partner with executive leadership on priorities, operational plans, and organizational strategies
Represent the voice of the warrior in decision-making, strategic planning, budgeting, transformation, and organizational change
Oversee digital experience strategy, including self-service platforms, mobile applications, online communities, personalized communications, learning platforms, AI-enabled tools, and digital engagement platforms
Serve as executive sponsor and product owner for MyWWP and future digital engagement platforms
Partner with Technology, Marketing, Analytics, and external vendors to drive digital innovation, integration, accessibility, and alignment
Provide strategic oversight of the Resource Center, including service standards, workforce strategies, quality measures, operational metrics, and technology-enabled solutions
Establish enterprise intake, assessment, screening, referral, and service-coordination strategies
Lead efforts to eliminate silos, strengthen cross-functional collaboration, and align warrior engagement activities
Champion innovation, accountability, continuous improvement, data-driven decision-making, and cross-functional partnership
Lead enterprise governance, organizational transformation initiatives, and large-scale cross-functional efforts
Establish and monitor performance measures, dashboards, and reporting frameworks
Utilize analytics, journey mapping, and voice-of-warrior insights to inform decisions and investments
Present strategic insights and recommendations to executive leadership, board committees, and stakeholders
Build, mentor, and inspire a high-performing leadership team
Participate in senior leadership activities and serve as an organizational ambassador
Attend required training and meetings
Perform other related duties as assigned

Requirements

What you’ll need

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
Bachelor’s degree
Valid state-issued driver’s license
Ability to obtain ASIST Certification within 1 year of hire
Exceptional senior leadership and strategic planning capabilities
Proven ability to lead enterprise-wide transformation and change initiatives
Deep understanding of customer experience, service design, human-centered design, and digital engagement strategies
Experience leading large, multi-disciplinary teams across service operations, digital platforms, and customer support functions
Strong business acumen with demonstrated success managing budgets, resource allocation, and organizational performance
Expertise in developing organizational strategies, governance structures, and performance management frameworks
Exceptional communication and senior presentation skills
Demonstrated ability to build alignment across departments and foster collaborative partnerships
Strong analytical mindset with experience leveraging data to drive strategic decisions
Ability to simplify complexity, navigate ambiguity, and drive measurable outcomes
High emotional intelligence and strong relationship management skills
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 25% travel opportunity