Director of Digital Experience

Director of Digital Experience 640 SERVICE OKLAHOMA Service Oklahoma Full time Regular AGENCY SUMMARY
The Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.

This position has an annual rate of $125,000.

The Service Oklahoma offers a generous benefits package, including a benefits allowance to off-set the costs of medical, dental, vision, life and disability insurance plans. The Service Oklahoma will match up to 7% towards an employee’s Defined Contribution retirement plan. Our employees receive 11 paid holidays, 15 days of paid annual leave, which increases with every 5 years of service, and 15 days of paid sick leave. Additionally, employees will receive longevity payments based on their years of service with the State of Oklahoma.

• Leads the design, development, and management of digital service offerings, including the website, service portal, and correspondence templates.
• Develops and maintains a product roadmap aligned to constituent needs and agency priorities.
• Leads and manages the Product Team and ensures integration across platforms through the use of digital services.
• Uses data and customer feedback to identify improvements and iterate on products, policies, and support strategies.
• Coordinates with technology vendors and internal stakeholders to deliver scalable, accessible solutions.
• Ensure digital and remote channels reflect the agency’s brand, tone, and customer-first approach

• Knowledge of digital product development, customer service models, and performance management
• Understanding of contact center operations, technologies, and key performance indicators
• Skill in team leadership, project execution, and cross-functional collaboration
• Ability to communicate complex information effectively to technical and non-technical audiences

• Bachelor’s degree in Business, Public Administration, Technology, Design, or a related field
• 5+ years in digital product management, customer support operations, or related roles
• Experience managing cross-functional teams and launching customer-facing tools
• Familiarity with contact center operations and service performance metrics

• This position is designated as executive management and is exempt from the provisions of the Civil Service Rules. An executive employee may be terminated at any time without the right of complaint under the Civil Service and Human Capital Modernization Act.
• This position may require occasional travel. State vehicles may be available, but reliable transportation may be required for local travel.