Director of Digital Customer Products

Req ID: 478793

Benefits: * Fuel Your Growth with Love's - company funded tuition assistance * Paid Time Off * 401(k) – 100% Match up to 5% * Medical/Dental/Vision Insurance after 30 days * Competitive Pay Career Development

This position is based at the corporate office in Oklahoma City.

BASIC PURPOSE:

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.

MAJOR RESPONSIBILITIES:

Product Strategy & Roadmap: 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.

Digital Product Leadership: 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.

Cross-Functional Leadership: 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.

Agile Product Delivery: 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.

Innovation & Product Evolution: 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.

Commercial & Financial Leadership: 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.

Stakeholder Management: 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.

Data-Driven Decision Making: 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.

Leadership Development: 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.

EDUCATION AND EXPERIENCE:

Education:

• Bachelor’s degree in Marketing/Communications, Journalism, English or related field

Experience:

• 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.

SKILLS AND PHYSICAL DEMANDS:

Skills:

• • Hard Skills: knowledge of Microsoft Office; familiarity with integrating various technologies to support marketing efforts; expertise with Agile Scrum development process
  • Soft Skills: Excellent verbal and written communication skills, strong time management and organization skills, sense of urgency, keen attention to detail, and the ability to work under tight deadlines. Ability to effectively manage commercial budgets for products and software

Our Culture: 

Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.

Love's is an Equal Opportunity Employer. Veterans encouraged to apply.