Direct Response Operations Specialist

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.

The Wounded Warrior Project (WWP) Direct Response Operations Specialist supports the VP of Direct Response by leading cross-channel initiatives and special projects that advance the department’s long-term strategy, operational efficiency, and donor engagement. This role is responsible for managing efforts that fall outside the standard campaign cycle, such as operational improvements, technology enhancements, integration pilots, and innovation initiatives. The Direct Response Operations Specialist supports internal operations by coordinating departmental planning sessions, cross-functional meetings, and team-wide initiatives that foster alignment and collaboration.

 

DUTIES & RESPONSIBILITIES

• Lead and coordinate special projects across the Direct Response team, including but not limited to operational enhancements, system upgrades, vendor onboarding and training, integration pilots, and donor stewardship improvements.

• Collaborate with team leads across Direct Mail, Digital, and Monthly Giving to scope, plan, and execute cross-channel initiatives aligned with broader strategic goals.

• Track progress, manage timelines, and coordinate deliverables across internal stakeholders, vendors, and leadership for key projects.

• Partner with the Direct Response Directors, Data Analyst, Donor Applications, and Donor Experience teams to develop scalable processes that enhance operational workflows and performance tracking.

• Prepare and maintain the annual Direct Response planning calendar, including key milestones for budgeting, forecasting, quarterly business reviews, and fiscal year transitions.

• Coordinate internal and external quarterly business review meetings with agency partners, ensuring timely preparation of materials and adherence to deadlines.

• Manage calendar invites and logistics for team events, cross-functional meetings, and agency partner reviews related to budget cycles and quarterly planning.

• Design and implement structured internal coordination frameworks, such as recurring planning sessions, team check-ins, and cross-functional working sessions, to enhance strategic alignment and operational efficiency across the Direct Response team.

• Develop and maintain systems to track key team milestones and engagement touchpoints, supporting an operational cadence that fosters team connectivity and reinforces organizational culture.

• Maintain the Direct Response department’s shared drive, ensuring files are organized, accessible, and aligned with team structure and needs.

• Maintain and update priority tracking tools to ensure project status, deadlines, and ownership are accurate and up to date across departments.

• Monitor and report on project performance, outcomes, and ROI to support continuous improvement and inform future planning.

• Maintain a centralized spreadsheet of all active Direct Response contracts, including key terms and expiration dates. Set and share timely calendar reminders to ensure proactive renewals and prevent disruptions to vendor relationships or campaign timelines.

• Assist in developing documentation, standard operating procedures, and training materials for new processes or technologies introduced through special initiatives.

• Support leadership with ad hoc research, industry benchmarking, and operational reviews to inform innovation and efficiency recommendations.

• Coordinate working groups or task forces established to address department-wide priorities, ensuring clear goals, alignment, and accountability.

• Maintain a portfolio of special initiatives, proactively identifying risks, barriers, or resource needs requiring resolution.

• Support leadership in preparing presentations, reports, and summaries related to projects for internal and executive audiences.

• 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

• Demonstrated knowledge of direct marketing, project management, or fundraising operations.

• Strong organizational and time management skills, with the ability to manage multiple initiatives, prioritize tasks, and meet deadlines in a fast-paced environment.

• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally across teams and with external partners.

• Strong interpersonal skills, with the ability to develop and maintain effective professional relationships at all levels of the organization.

• High attention to detail and strong problem-solving skills, with the ability to identify issues, analyze information, and implement effective solutions.

• Demonstrated ability to take initiative, work independently, and drive projects to completion while navigating ambiguity and solving problems with minimal supervision.

• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).

• Proactive, self-motivated, and adaptable; able to work independently and within a collaborative team structure.

• Demonstrated ability to take initiative, solve problems, and follow through on responsibilities with minimal supervision.

• Skilled in managing meeting logistics and cross-functional coordination, including calendar management, documentation, and action-oriented follow-up to support team operations.

• 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 in project management, direct marketing operations, or fundraising support.

• Three years of experience supporting planning cycles and coordinating cross-functional touchpoints, including team meetings, vendor engagements, and/or milestone-driven events.

Preferences

• Background in direct response, nonprofit fundraising, or project management within an agency or campaign environment.

• Experience using project management software (e.g., Smartsheet, Asana, Monday.com).

• Experience creating and maintaining SOPs, process documentation, and training materials.

EDUCATION

Requirements

• Bachelor’s degree in marketing, communications, business, or related field. Equivalent combination of applicable education, training, certification, and experience may be considered in lieu of degree.

Preferences

• None.

CERTIFICATIONS & LICENSURE

Requirements

• None.

Preferences

• None.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• General office environment; temperature controlled.

• Up to 10% travel.

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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."