The Wounded Warrior Project (WWP) Vice President of Warrior Experience leads the organization's enterprise-wide strategy to deliver a seamless, personalized, and integrated warrior experience across all programs, services, and engagement channels. This role provides senior oversight of the Warrior Experience Team, Digital Experience, Resource Center, and Centralized Intake & Screening functions, ensuring coordinated, accessible, and impactful support throughout the warrior journey. As a member of the senior leadership team, the Vice President champions a human-centered, data-driven approach to engagement, service delivery, and digital transformation, aligning people, processes, technology, and programs to improve outcomes for warriors and their families. Working collaboratively across the organization, this leader drives alignment, innovation, operational excellence, and measurable mission impact.

DUTIES & 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.
• Participate in senior leadership activities and serve as an ambassador for the organization internally and externally.
• Attend and actively participate in required training and/or meetings, including but not limited to New Teammate Orientation, WWP Cares, ASIST Suicide Prevention training, Leadership training, culture/team based training, or departmental huddles.
• Other related duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• 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 with the ability to influence stakeholders at all levels.
• 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.

EXPERIENCE

Requirements

• 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.

Preferences

• Experience serving military and veteran communities, with knowledge of issues affecting wounded warriors and their families.
• Experience leading centralized intake, service coordination, navigation, or case management functions.
• Experience implementing AI-enabled customer engagement, personalization, automation, or self-service strategies.

EDUCATION

Requirements

• Bachelor's degree.

Preferences

• Master's degree in business administration, management, public administration, healthcare administration, social services, or related field.

CERTIFICATIONS & LICENSURE

Requirements

• Valid state-issued driver's license.
• Ability to obtain ASIST Certification within 1 year of hire.

Preferences

• ASIST Certification.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• General office environment; temperature controlled.
• Up to 25% travel.

We recognize the success of our mission depends on the efforts of our passionate, hard-working teammates. To help teammates remain focused on the warriors and families we serve, WWP offers a comprehensive benefits package that includes; Medical/Prescription drug, Dental, Vision, Life/AD&D, Short-term Disability, Long-term Disability, and an Employee Assistance Program. WWP also offers a 401(k)-retirement plan, a competitive PTO package, Sick Leave, Family Care Leave, Paid Holidays, Birthday Holiday, Education Assistance, Teammate Wellness Program and Bereavement Leave.

For Chicago, IL, Colorado Springs, CO, New York, NY, San Diego, CA, Tacoma, WA, and Washington, DC Applicants: The estimated hiring range for this position is between $180,000 - $215,000 annual base salary, subject to a candidate's combination of experience, qualifications, and credentials. This position may also be eligible for an annual performance incentive.

*ca-kw

#LI-HYBRID