Digital Warrior Experience Specialist II

Wounded Warrior Project•Jacksonville, FL

1d•Hybrid

About The Position

The Wounded Warrior Project (WWP) Digital Warrior Experience Specialist II plays a key role in executing WWP’s digital strategy, with a primary focus on enhancing and expanding the program-facing digital experience for warriors. 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. By managing digital platforms such as MyWWP and related initiatives, the Digital Warrior Experience Specialist II ensures updates and enhancements align with program goals, improve usability, and deliver meaningful, impactful experiences that meet the evolving needs of warriors.

Requirements

Ability to gain a strong working knowledge of WWP programs and services and integrate them effectively to meet warrior needs.
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, with the ability to tailor messaging to resonate with diverse audiences across various platforms.
Strong relationship management skills and the ability to work effectively with diverse individuals and teams.
Effective operational and problem-solving skills, with the ability to develop and implement action plans through completion.
Demonstrated ability to plan, organize, and coordinate multiple activities with varied deadlines, delivering results on time.
Strong organizational and time management skills, with the ability to adapt quickly to changing priorities while maintaining attention to detail and follow-through.
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.
Working knowledge of Salesforce functionality and its application to program and service delivery.
Demonstrated understanding of customer experience best practices and the ability to apply them to improve digital interactions and services.
High energy level.
Self-starter; willing to take initiative.
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 WWP programmatic experience or relevant experience.
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 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 providing support in customer experience (CX), ideally within digital or programmatic environments.
Experience working with online communities, member portals, or self-service digital tools.
Experience assisting in the creation or delivery of training, adoption, or support resources for digital platforms or features.
Bachelor’s degree in business administration, information systems, communications, marketing, or related field.
ASIST Certification.

Responsibilities

Facilitate Warrior Experience initiatives for digital platforms and related projects.
Support Digital Warrior 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 the Warrior Experience team’s 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 updates and enhancements to digital platforms improve the warrior experience while aligning with Salesforce and program processes.
Lead cross-functional workgroups to achieve defined outcomes and other key initiatives that enhance the warrior’s digital experience.
Coordinate with Programs to gather ideas and feedback, negotiate outputs, ensure changes meet cross-functional needs, lead adoption and implementation, and facilitate timely organization-wide communications.
Organize and prepare materials for team and staff meetings to support decision-making and ensure clarity of recommendations and plans.
Lead workgroups to review and evaluate current digital processes, identify challenges, and recommend solutions.
Translate workgroup ideas into recommendations for changes in program and digital delivery methods, and present these to leadership.
Establish operational processes for implemented initiatives, including updates and maintenance.
Develop methods to connect departments seamlessly, reducing silos in program and service delivery to warriors.
Participate in the rollout of key strategic initiatives.
Serve as a subject matter resource for questions regarding programs and the warrior digital experience.
Assist in developing and prioritizing initiatives and projects for the Warrior Experience team.
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
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