Director of Digital Customer Products

Love's Travel Stops & Country Stores•Oklahoma City, OK

8h•Onsite

About The Position

The Director of Customer Experience Product Strategy is responsible for defining and executing the strategy, roadmap, and delivery of customer-facing digital products across Love's Family of Companies. This role leads a high-performing Product Management team responsible for delivering innovative digital experiences across platforms including the Love's Connect mobile app, Love's Rewards, websites, CRM platforms, and other customer engagement technologies. This leader will drive the development of digital products that improve customer engagement, increase loyalty, streamline customer interactions, and deliver measurable business value. While customer insights and research inform decision-making, this role is primarily responsible for product strategy, execution, and continuous enhancement of Love's digital customer ecosystem.

Requirements

Bachelor’s degree in Marketing/Communications, Journalism, English or related field
Minimum of 8+ years of experience Customer Experience product design experience
Track record of success developing and executing strategies that provide cross-functional impact and clearly demonstrate the value and benefit of Customer Experience
Excellent communication, influencing and presentation skills with the ability to succinctly articulate concepts and ideas in simplistic terms.
knowledge of Microsoft Office
familiarity with integrating various technologies to support marketing efforts
expertise with Agile Scrum development process
Excellent verbal and written communication skills
strong time management and organization skills
sense of urgency
keen attention to detail
the ability to work under tight deadlines
Ability to effectively manage commercial budgets for products and software

Responsibilities

Develop and communicate a clear vision and strategic roadmap for Love's customer-facing digital products. Prioritize initiatives that align customer needs with business objectives while driving engagement, loyalty, operational efficiency, and profitability.
Lead the strategy, development, and optimization of customer-facing digital products including mobile applications, websites, loyalty platforms, CRM capabilities, customer account experiences, and in-store digital technologies. Ensure products deliver intuitive, scalable, and impactful customer experiences.
Partner closely with Technology, Marketing, Operations, Customer Service, and business leaders to align priorities, define product requirements, and successfully deliver digital product initiatives. Influence Product Owners throughout the organization, including those outside direct reporting relationships.
Champion Agile Product Management best practices by leading roadmap planning, backlog prioritization, release planning, and continuous product improvement. Utilize customer feedback, product analytics, delivery metrics, and business performance data to continuously improve product quality, speed to market, and customer satisfaction.
Identify emerging technologies, industry trends, and customer expectations to continuously evolve Love's digital products. Drive innovation through user-centered design, product experimentation, and technology enhancements that strengthen Love's competitive position.
Develop and manage annual budgets supporting customer-facing digital products and related technology investments. Evaluate vendor partnerships, software solutions, and product investments to maximize return on investment while supporting company growth objectives.
Build strong relationships with executive leadership, business stakeholders, technology partners, and external vendors. Clearly communicate product vision, priorities, progress, and business outcomes to drive alignment and organizational support.
Leverage customer behavior, digital analytics, operational metrics, Voice of Customer insights, and financial performance data to prioritize product investments and measure success. Establish KPIs that demonstrate product performance and business impact.
Build and develop a high-performing Product Management organization through coaching, mentoring, and professional development. Foster a culture of accountability, collaboration, innovation, and continuous learning.