Digital Warrior Experience Manager

Wounded Warrior Project•Los Angeles, CA

43d•$95,961 - $142,800•Hybrid

About The Position

The Wounded Warrior Project (WWP) Digital Warrior Experience Manager leads the development and execution of WWP's digital strategy, with a primary focus on expanding and enhancing the organization's program-facing digital presence. This role collaborates with technical and marketing teams to streamline, simplify, and enrich interactions with our warriors, ensuring an engaging, accessible, and impactful digital experience. The Manager collaborates cross-functionally to identify opportunities for digital transformation, implements best practices, and drives continuous improvement to support WWP's mission and goals.

Requirements

Ability to gain a strong working understanding of WWP programs and services, with demonstrated skill in strategizing their seamless integration to address the diverse needs of warriors.
Demonstrated ability to lead digital initiatives with a strong focus on customer experience, a solid understanding of the product lifecycle, and UX/UI subject matter expertise.
Proven ability to lead work teams and foster innovative ideas to troubleshoot challenges and achieve impactful results.
Exceptional verbal and written communication skills, with the ability to tailor messaging to resonate with diverse audiences across various platforms.
Strong understanding of relationship management, with the ability to effectively partner and cultivate lasting professional connections.
Effective leadership skills, with the ability to lead in a dynamic and fluid environment.
Strong operational acumen and problem-solving proficiency, with a demonstrated ability to craft and execute comprehensive action plans.
Proven ability to plan, organize, coordinate, and direct multiple activities with varying deadlines while consistently meeting expectations. Skilled at working proactively in a dynamic, fast-paced environment.
Ability to establish credibility, be decisive, influence others, and drive change.
Critical thinking skills with the ability to analyze complex information and recommend creative, practical, and high-impact solutions. Proactive in addressing challenges with foresight and agility.
Demonstrated proficiency with Salesforce and its integration with business processes, aligning teams with system functionalities to enhance operational efficiency and effectiveness.
Strong business acumen with hands-on experience in strategic planning and operational decision-making, supported by a long-range perspective on innovation and change leadership.
Proven expertise in conducting user research and implementing data-driven improvements to enhance usability, engagement, and satisfaction.
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.
Five years of experience leading digital product or platform teams, with responsibility for roadmap development, stakeholder alignment, and platform strategy.
Five years of experience collaborating closely with Salesforce or similar CRM technical partners, representing the user experience and stewarding efficient business processes.
Five years of staff management experience.
Four years of experience leading change management efforts related to digital transformation, including rollout, adoption, and integration of new tools and technologies.
Four years of experience enhancing and optimizing digital user experiences, including gathering user feedback, analyzing usage data, and implementing improvements to drive engagement and satisfaction.
Bachelor's degree.
Ability to obtain ASIST Certification within 1 year of hire.

Nice To Haves

Five years of experience with WWP program integration activities and implementing cross-functional initiatives.
Three years of experience overseeing or supporting online communities, member portals, or self-service digital tools.
Three years of experience creating or managing training, adoption, or support resources for digital tools and features.
Master's degree.
ASIST Certification.
Certified Scrum Product Owner (CSPO) or other Agile/Product Management Credentials.
Project Management Professional (PMP) Certification.

Responsibilities

Partner with the Warrior Experience Director to develop and implement departmental strategies, operational structures, and goals that align with WWP's mission and digital experience objectives.
Lead the Digital Warrior Experience initiatives and platform management. This includes platform vision, strategic alignment, stakeholder management, business case development, risk management, backlog management, continuous improvement, and communication and reporting.
Provide day-to-day leadership, guidance, and professional development support to Warrior Experience teammates across multiple WWP locations, fostering collaboration, digital fluency, and a growth-oriented work environment.
Lead the Warrior Experience team's efforts related to WWP's MyWWP portal, encompassing a spectrum of tasks including, but not limited to, enhancement sprint planning and implementation, executive reporting updates, user research and feedback management, MyWWP Communities feature oversight, cross-functional working group governance, and product ownership responsibilities.
In collaboration with the IT Team, manage technical vendors related to digital platforms and initiatives, including managing contracts, driving accountability, and coordinating business stakeholder decision-making and technical vendor execution.
Develop and refine standard operating procedures, workflows, and operational processes to support the consistent delivery, scalability, and sustainability of digital warrior experience initiatives.
Ensure that updates and enhancements to MyWWP contribute positively to the warrior experience while aligning with Salesforce and business processes and supporting long-term strategic goals.
Collaborate with stakeholders and departments across WWP to ensure seamless integration of all digital Warrior Experience initiatives across the organization. This includes IT, Program Leaders, Marketing, Mission Data and Insights, and others as applicable.
Serve as a change management leader, guiding program and support teams through transitions driven by new digital products or features, and ensuring adoption and alignment with business processes.
Initiate communication and foster collaboration among program and support leadership to enhance coordination, resource optimization, and cohesion.
Serve as a knowledgeable resource for programs, aiding in the creation of alignment and effective processes. Act as a strategic liaison between WWP Program Leadership and project/support teams, ensuring digital enhancement decisions meet both technical feasibility and user experience goals.
Leverage user research, analytics, and feedback to inform digital experience priorities and ensure that platform enhancements measurably improve the warrior journey and align with long-term strategic goals.
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.

Benefits

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
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.

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