National Service Director

Great benefits. Competitive pay. We know these are some of the things people look for in a job.

If you're the kind of person who believes that honoring and empowering our nation's veterans is more than just a cause - that it's a calling - then we're ready to meet you.

When you join Wounded Warrior Project (WWP), you're committing to making a difference. We make a commitment to you, too - helping you to find that spark, ignite your passion to serve, and embark on a career with meaning and purpose.

At WWP, we recognize our mission cannot be accomplished without our talented teammates, which is why we're proud to offer benefits such as:

* 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

A mission that matters is just the beginning, so if you're ready to get started, we're ready for you.

DUTIES & RESPONSIBILITIES

• Provide leadership and direction to the national benefits team, promoting a culture of accountability, professionalism, and service excellence.

• Guide and support regional leaders and their teams to meet performance goals and deliver outcomes aligned with organizational objectives.

• Analyze qualitative and quantitative data to identify operational challenges, trends, and root causes, and recommend data-driven solutions to improve processes and outcomes.

• Leverage knowledge of business functions, industry standards, and organizational trends to inform decisions and drive alignment with strategic priorities.

• Identify, evaluate, and support process improvement initiatives to increase the team's workload capacity and operational efficiency.

• Monitor and report on the team's national caseload capacity; implement strategies to optimize resource allocation and improve service delivery for warrior referrals and claims.

• Establish and maintain standardized policies, processes, and procedures across all regional teams to ensure consistency and compliance.

• Develop and maintain a national network of service officers capable of providing timely, accurate, and comprehensive support across all phases of the benefits claims process.

• Create and manage annual training plans to address skill gaps and ensure continuous development of all benefit services teammates.

• Ensure the team has the resources and conditions needed to achieve program KPIs in alignment with WWP's strategic plan.

• Collaborate with the Government and Community Relations (GCR) team to inform WWP's policy positions related to veteran benefits and claims.

• Cultivate and maintain strategic relationships with senior leaders at the VBA, VHA, DoD, other federal agencies, and like-minded nonprofit and for-profit organizations.

• 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

• Comprehensive understanding of Veterans Benefits Administration rules, policies, and practices, and their impact on filing, updating, and, if necessary, appealing Warrior compensation claims.

• Proven analytical skills with the ability to analyze data and operational processes, while remaining open to innovative approaches to improve efficiency, productivity, and quality.

• Exceptional interpersonal skills with demonstrated emotional intelligence. Ability to build effective working relationships with diverse individuals both in person and through remote communication platforms.

• Strong understanding of relationship management and partnering. Proven ability to develop and maintain professional relationships and build a diverse network of resources, while upholding WWP's strong supportive presence within the community.

• Strong public speaking, group presentation, and facilitation skills. Confident communicator with the ability to effectively engage large groups, small groups, and individuals, and serving as the lead representative on VA and DOD benefits-related topics.

• Demonstrated leadership experience with the ability to motivate, coach, and educate teammates while fostering a strong team mentality.

• Exceptional organizational and time management skills, with a demonstrated ability to be flexible, adapt to changing priorities, and meet deadlines.

• Proficiency using Microsoft Office(e.g., Word, Excel, Outlook,PowerPoint).

• 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.

EXPERIENCE

Requirements

• Five years of experience administering Veterans Affairs programs and benefits, including Disability Compensation (VA Claims), Home Loans, Survivor Benefits, or similar.

• Five years of staff management experience.

• Three years of leadership experience in a veteran's service organization, the VA (e.g., VBA or VHA), or another organization delivering veterans' benefits or advocacy.

• Three years of experience utilizing VA claims technologies (e.g., Veterans Benefits Management System, Caseflow, Direct Upload) to manage casework or drive operational improvements.

• Three years of experience using CRM systems (e.g., Salesforce) to oversee service tracking, generate reports, and inform strategic decisions.

Preferences

• Experience representing an organization in formal engagements with senior leaders from the VA, DoD, or federal agencies, including participation in policy discussions or interagency initiatives.

• Experience developing and implementing training programs for staff working in benefits-related services.

EDUCATION

Requirements

• Bachelor's degree. Equivalent combination of applicable education, training, certification, and experience may be considered in lieu of degree

Preferences

• Master's degree.

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.

• Sitting for extended periods.

• May require lifting/carrying items up to 20 pounds.

• 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 Colorado State Applicants:The estimated hiring range for this position is between $127,008 - $158,760 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.

For San Diego, California and Washington state Applicants: The estimated hiring range for this position is between $139,104 - $173,880 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.

For Washington, D.C. Applicants: The estimated hiring range for this position is between $145,152 - $181,440 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.

For New York Applicants: The estimated hiring range for this position is between $151,200 - $189,000 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.

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Wounded Warrior Project is an equal opportunity employer committed to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, marital status, citizenship, age, veteran or military status, disability, genetic information, or any other characteristic protected by law.

Please note:
Wounded Warrior Project is not seeking assistance or accepting unsolicited resumes from search firms without a written search agreement in place. All resumes submitted by search firms to any employee at Wounded Warrior Project via email, the Internet or directly to hiring managers at Wounded Warrior Project in any form without a valid written search agreement in place will be deemed the sole property of Wounded Warrior Project, and no fee will be paid in the event the candidate is hired by Wounded Warrior Project as a result of the referral or through other means."