Director of Digital and Remote Experience (okgov)

Job Description

Job Posting Title

Director of Digital and Remote Experience

Agency

640 SERVICE OKLAHOMA

Supervisory Organization

Service Oklahoma

Job Posting End Date (Continuous if Blank)

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

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 $115,000.

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.

Job Description

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.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.