Director of Digital and Remote Experience - Oklahoma City, OK - Remote Full-time

 

About the job

Position Summary

The Director of Digital and Remote Experience leads the strategy, development, and optimization of Service Oklahoma’s non-in-person service channels. This includes oversight of digital platforms, customer communications, and the contact center. The role is responsible for expanding and improving how Oklahomans access government services remotely—through websites, self-service tools, and customer support—ensuring a seamless, user-friendly experience across all digital and remote touchpoints.

This position manages the product team and the Customer Success Manager who oversees the contact center, bringing a unified approach to digital engagement and remote service delivery.

Position Responsibilities

This job description outlines the general nature and level of work performed by the employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications.

• Lead the design, development, and management of digital service offerings, including the website, service portal, and correspondence templates
• Develop and maintain a product roadmap aligned to constituent needs and agency priorities
• Supervise the product team and Customer Success Manager to ensure integration across platforms and contact center operations
• Oversee the contact center experience, ensuring customer support is consistent, timely, and aligned with digital services
• Use data and customer feedback to identify improvements and iterate on products, policies, and support strategies
• Coordinate 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, Skills, & Abilities

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

Education & Experience

The preferred minimum qualifications for this position are:

• 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

Special Requirements

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.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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