Director of Digital Experience

State of Oklahoma

11d • $125,000

About The Position

The Director of Digital Experience leads the strategy, development, and optimization of Service Oklahoma’s non-in-person service channels. This includes oversight and responsibility of the website and digital platforms. This role is responsible for the daily operations of the Product Team, whose primary goal is to expand and improve 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.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees