Director of CX Product Strategy

📍 Job Overview

Job Title: Director of CX Product Strategy

Company: Love's Travel Stops & Country Stores

Location: Oklahoma City, Oklahoma, United States

Job Type: FULL_TIME

Category: Customer Experience / Product Strategy

Date Posted: April 16, 2026

Experience Level: 10+ years

Remote Status: On-site

🚀 Role Summary

• This role is pivotal in defining and executing customer-facing product strategies, significantly impacting the overall customer journey and business profitability.

• Requires strong leadership in developing and integrating customer experience (CX) best practices and digital tools across a family of companies.

• Involves driving innovation in customer-facing products, including mobile applications and in-store digital experiences, through data-driven insights and UI design.

• Key focus on fostering cross-functional collaboration to ensure a unified and exceptional customer experience across all touchpoints.

📝 Enhancement Note: While the job title is "Director of CX Product Strategy," the responsibilities and required experience strongly align with senior-level operations and product management roles, particularly those focused on Go-to-Market (GTM) strategy, customer journey optimization, and digital product development. The emphasis on integrating CX principles into business culture, optimizing processes, and driving profitability through customer-centric products positions this as a strategic operations leadership role.

📈 Primary Responsibilities

• Develop and articulate a comprehensive vision for the Customer Product strategy, ensuring alignment with Love's overall business objectives and revenue growth targets.

• Lead and nurture a high-performing team of Product Owners and CX professionals, fostering a culture of accountability, continuous improvement, and customer advocacy.

• Champion innovation by exploring new technologies and methodologies to enhance customer-facing intellectual property (IP), such as the Love's Connect mobile app, Love's Rewards product experiences, CRM implementations, and in-store digital offerings.

• Drive continuous improvement of Agile activities, leveraging feedback and key performance indicators (KPIs) like quality, delivery rate, and customer satisfaction (CSAT) to optimize productivity and reduce waste.

• Oversee strategic budgeting for both human capital and MarTech product investments required to enable growth strategies, effectively managing budgets, contracts, and product ROI.

• Act as a principal liaison across departments including Marketing, IT, and Customer Service, ensuring cohesive and integrated strategies that enhance the customer journey.

• Utilize both behavioral and attitudinal data analytics to inform strategic decisions, measure the effectiveness of CX products, and drive continuous improvements that achieve business objectives profitably.

• Lead change management initiatives related to CX products, ensuring smooth adoption of new processes, tools, and technologies across the organization.

📝 Enhancement Note: The responsibilities heavily emphasize strategic planning, cross-functional leadership, and data-driven decision-making, which are core tenets of advanced Revenue Operations (RevOps) and Go-to-Market (GTM) operations roles. The focus on product integration, process optimization, and direct impact on profitability through customer experience are key indicators of an operations-centric strategy role.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 8+ years of progressive experience in Customer Experience (CX) product design and strategy.

• Demonstrated track record of developing and executing strategies that have achieved cross-functional impact and clearly articulated the value and benefit of Customer Experience initiatives.

Required Skills:

• Customer Experience Strategy: Deep understanding of CX principles, customer journey mapping, and best practices for creating exceptional customer interactions.

• Product Management & Strategy: Expertise in defining product vision, roadmaps, and lifecycle management for customer-facing digital products.

• Agile/Scrum Methodologies: Familiarity and practical experience with Agile Scrum development processes for iterative product development and continuous improvement.

• Cross-Functional Leadership: Ability to effectively lead and collaborate with diverse teams across marketing, IT, operations, and customer service.

• Budget Management: Proven capability in strategic budgeting, forecasting, and managing financial resources for product development and MarTech investments.

• Data-Driven Decision Making: Proficiency in leveraging behavioral and attitudinal data analytics to inform strategy, measure impact, and drive continuous optimization.

• Change Management: Experience in leading and managing organizational change initiatives related to new products, processes, and technologies.

• Stakeholder Management: Strong ability to build and maintain relationships with senior executives, business leaders, and external partners.

• UI/UX Design Principles: Understanding of user interface and user experience design to advocate for intuitive and effective customer-facing digital products.

• Microsoft Office Suite: Proficiency in core Microsoft Office applications (Word, Excel, PowerPoint) for reporting, analysis, and presentations.

• Communication & Presentation Skills: Excellent verbal and written communication, with the ability to succinctly articulate complex concepts and ideas in simple terms to various audiences.

• Time Management & Organization: Strong organizational skills and the ability to manage multiple priorities and meet tight deadlines effectively.

• Commercial Acumen: Ability to understand and contribute to business profitability through product strategy and investment decisions.

• Mentorship & Leadership Development: Experience in guiding, mentoring, and developing team members' leadership capabilities.

Preferred Skills:

• Experience with CRM products and their strategic integration into CX initiatives.

• Familiarity with integrating various technologies to support marketing and customer engagement efforts.

• Knowledge of MarTech stacks and their application in enhancing customer experiences.

📝 Enhancement Note: The extensive list of required skills, particularly in areas like Agile, data analytics, cross-functional leadership, and budget management, points to a role that requires a strong operational mindset. The emphasis on "Product Owners" and "Agile Scrum development" suggests a need for proficiency in GTM operations and product lifecycle management.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Strategic Vision Case Studies: Demonstrate the ability to define and articulate a clear product vision for customer-facing initiatives, showing alignment with overarching business goals.

• Cross-Functional Impact Examples: Showcase projects where collaboration across marketing, IT, and customer service was critical to success, highlighting your role in fostering this integration.

• Innovation & Improvement Projects: Present examples of how you've championed new ideas, technologies, or methodologies to enhance customer-facing products (e.g., mobile apps, loyalty programs, in-store tech) and improved customer satisfaction.

• Budget Management & ROI Demonstration: Provide evidence of managing product-related budgets, including MarTech investments, and demonstrating the profitable impact and ROI of these investments.

• Data-Driven Strategy Examples: Illustrate how you've used customer sentiment, behavioral data, and attitudinal insights to inform strategic decisions and drive measurable improvements in customer satisfaction and business outcomes.

Process Documentation:

• CX Strategy Frameworks: Documented methodologies for developing and executing comprehensive Customer Experience product strategies.

• Agile Process Optimization: Evidence of implementing and refining Agile Scrum processes, including using feedback loops and KPIs to reduce waste and increase productivity.

• Cross-Departmental Workflow Design: Examples of designing or optimizing workflows that facilitate seamless collaboration between CX, marketing, IT, and customer service teams.

• Change Management Plans: Documented approaches to leading and managing change initiatives for new CX products, tools, or processes.

📝 Enhancement Note: For a Director-level role, a portfolio should not only showcase past achievements but also a strategic approach to operations and product development. Candidates should prepare to discuss their methodologies for driving process optimization, managing cross-functional initiatives, and demonstrating the financial impact of their work.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Fuel Your Growth: Company-funded tuition assistance programs for continuous learning and development.

• Paid Time Off: Generous paid time off to ensure work-life balance.

• 401(k) Plan: Comprehensive retirement savings plan with a 100% company match up to 5% of employee contributions.

• Health Insurance: Medical, Dental, and Vision insurance coverage available after just 30 days of employment.

• Competitive Pay: Attractive base salary and potential for performance-based incentives.

Working Hours:

• Standard full-time work week, typically 40 hours per week, with potential for additional hours depending on project demands and deadlines. Flexibility may be offered, but the role is primarily on-site at the corporate office.

📝 Enhancement Note: The salary range is an estimation based on typical compensation for Director-level roles in similar industries and locations, considering the specified experience level and responsibilities. It is crucial for candidates to verify the exact compensation package during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail (Travel Stops & Convenience Stores), Fuel Services, Food Service. Love's operates within a dynamic retail and travel services sector, characterized by high customer volume and diverse service offerings.

Company Size: Nearly 40,000 team members. This indicates a large, established organization with complex operational needs and significant opportunities for impact.

Founded: 1964. Love's has a long history as a family-owned and operated business, suggesting a culture that may blend traditional values with modern innovation.

Team Structure:

• The Director of CX Product Strategy will likely lead a dedicated team of Product Owners and CX specialists, reporting into a senior executive (e.g., VP of Marketing, Chief Experience Officer, or Chief Product Officer).

• This role requires extensive collaboration with IT/Technology, Marketing, Operations (field and corporate), Customer Service, and potentially Merchandising teams.

Methodology:

• Data-Driven CX: Emphasis on using customer sentiment, behavioral analytics, and performance metrics to guide product development and process improvements.

• Agile Product Development: Implementation of Agile Scrum methodologies for iterative product delivery, focusing on speed, flexibility, and continuous feedback.

• Integrated Customer Journey: A core methodology involves mapping and optimizing the entire customer journey across all touchpoints, ensuring consistency and excellence.

• Profitability Focus: Integrating CX initiatives directly with business profitability goals, ensuring investments yield tangible financial returns.

Company Website: https://www.loves.com/

📝 Enhancement Note: Love's strong family-owned heritage combined with its significant growth and large employee base suggests a culture that values both stability and forward-thinking. For operations professionals, this means a need to navigate established processes while driving innovative change that directly impacts a vast customer base.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership role, equivalent to a Director or VP level in many organizations, focusing on the strategic direction of customer-facing products and experiences. It represents a move into strategic management within the operations and product domain.

Reporting Structure: The Director will likely report to a C-suite executive or a senior Vice President, indicating high visibility and direct access to top-level decision-makers. They will also lead a team, overseeing the work of Product Owners and CX strategists.

Operations Impact: This role has a direct and significant impact on revenue generation and customer loyalty. By optimizing the customer experience and product offerings, the Director influences customer acquisition, retention, lifetime value, and overall brand perception, all critical drivers of business profitability.

Growth Opportunities:

• Strategic Leadership Expansion: Potential to grow into a VP-level role overseeing broader product portfolios, digital transformation, or even customer strategy across the entire Love's Family of Companies.

• Cross-Functional Leadership Development: Opportunities to gain deeper experience in areas like MarTech integration, digital transformation, and enterprise-wide change management.

• Mentorship & Team Building: Develop leadership skills by building and scaling a high-performing CX Product Strategy team, establishing best practices for talent development within the operations and product functions.

• Industry Influence: Opportunity to shape the future of CX and product strategy within the travel stop and convenience retail industry.

📝 Enhancement Note: This role is positioned for individuals aiming for senior executive leadership in operations, product, or CX. The growth path emphasizes expanding strategic influence and leading larger, more complex initiatives that drive enterprise-level business outcomes.

🌐 Work Environment

Office Type: This position is based at the corporate office in Oklahoma City, indicating a traditional office environment designed for collaboration and strategic planning.

Office Location(s): The primary location is the corporate headquarters at 10601 N Pennsylvania Ave, Oklahoma City, OK 73120. This suggests a central hub for strategic decision-making and team collaboration.

Workspace Context:

• Collaborative Hub: The corporate office environment likely fosters regular interaction with cross-functional teams, providing opportunities for direct collaboration on product initiatives and CX strategies.

• Technology & Tools: Access to necessary technology, software, and analytical tools will be provided to support data-driven decision-making, product development, and strategic planning.

• Team Interaction: Opportunities for regular team meetings, departmental syncs, and strategic planning sessions, crucial for aligning efforts and fostering a cohesive CX approach.

Work Schedule: The role is full-time, typically 40 hours per week. While the core schedule will be standard business hours, the demands of a Director-level position in a dynamic industry may require flexibility to manage critical projects, product launches, and stakeholder needs, especially when working from the on-site corporate office.

📝 Enhancement Note: The on-site requirement emphasizes the importance of in-person collaboration, team building, and direct engagement with stakeholders within the corporate structure, which is common for strategic leadership roles focused on driving organizational change.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will conduct an initial review to assess basic qualifications, experience, and cultural fit. Be prepared to articulate your core CX and product strategy experience.

• Hiring Manager Interview: A discussion with the direct hiring manager to delve deeper into your strategic approach, leadership style, and relevant experience in product development and CX.

• Cross-Functional Stakeholder Interviews: Meetings with key leaders from IT, Marketing, Operations, and potentially other business units to assess your ability to collaborate and influence across departments.

• Portfolio Presentation: A critical stage where you will present specific case studies from your portfolio, demonstrating your strategic thinking, execution capabilities, and impact on customer experience and business results.

• Executive Interview: A final interview with a senior executive (e.g., VP or C-suite) to evaluate strategic alignment, leadership potential, and overall fit with Love's vision.

Portfolio Review Tips:

• Quantify Impact: For each case study, clearly articulate the problem, your strategic solution, the actions taken, and the measurable results (e.g., increased CSAT, improved conversion rates, reduced churn, revenue growth, cost savings). Use operations and business metrics.

• Highlight Strategic Thinking: Demonstrate how you translated business objectives into actionable product strategies and CX initiatives. Explain your thought process behind key decisions.

• Showcase Cross-Functional Collaboration: Use examples that illustrate your ability to work effectively with diverse teams, manage stakeholder expectations, and drive consensus.

• Focus on Product Lifecycle: If applicable, cover your experience across the product lifecycle, from ideation and strategy to execution, launch, and ongoing optimization.

• Tailor to Love's: Research Love's current offerings, target audience, and any stated strategic priorities. Frame your portfolio examples to show how your experience directly addresses their needs and challenges.

Challenge Preparation:

• Strategic Scenario: Be prepared for a hypothetical scenario where you might need to outline a strategy for improving a specific aspect of Love's customer experience or developing a new customer-facing product. Focus on a structured approach: problem definition, data analysis, strategic options, execution plan, and measurement.

• Process Optimization Discussion: Expect questions about how you would analyze and optimize existing CX processes or implement new ones, particularly within an Agile framework.

• Leadership & Team Management: Prepare to discuss your leadership philosophy, how you develop teams, manage performance, and foster a collaborative and innovative work environment.

📝 Enhancement Note: The emphasis on a portfolio presentation and potential challenges highlights the need for candidates to not only have the experience but also the ability to clearly articulate their strategic thinking, operational execution, and impact to senior leadership.

🛠 Tools & Technology Stack

Primary Tools:

• CRM Systems: Proficiency with enterprise-level CRM platforms (e.g., Salesforce, Microsoft Dynamics) for managing customer data, interactions, and driving sales/service processes.

• Project Management Software: Experience with tools like Jira, Asana, or Trello for managing Agile workflows, task tracking, and team collaboration.

• Collaboration Suites: Familiarity with Microsoft 365 (Teams, SharePoint, Outlook, Word, Excel, PowerPoint) for daily operations, communication, and reporting.

• Customer Feedback Platforms: Experience with tools for collecting and analyzing customer feedback (e.g., SurveyMonkey, Qualtrics, Medallia).

Analytics & Reporting:

• Business Intelligence (BI) Tools: Proficiency with BI platforms such as Tableau, Power BI, or Looker for data visualization, dashboard creation, and performance reporting.

• Web & Mobile Analytics: Experience with tools like Google Analytics, Adobe Analytics, or similar for tracking user behavior on digital platforms.

• Data Analysis Tools: Competency in using Excel for data analysis and potentially SQL for data querying.

CRM & Automation:

• Marketing Automation Platforms: Familiarity with platforms like HubSpot, Marketo, or Pardot for automating marketing campaigns and customer engagement.

• Customer Data Platforms (CDPs): Understanding of CDPs for unifying customer data from various sources.

• Integration Tools: Awareness of how different systems (CRM, marketing automation, analytics) integrate to create a cohesive CX ecosystem.

📝 Enhancement Note: While specific tools aren't listed, the role's responsibilities imply a need for strong analytical, project management, and CRM/MarTech integration skills. Candidates should be prepared to discuss their experience with common enterprise-level platforms in these categories.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep-seated commitment to understanding and serving the customer's needs, ensuring every product and process enhances their experience.

• Innovation & Adaptability: A drive to explore new ideas, embrace new technologies, and adapt to evolving market demands and customer expectations.

• Data-Driven Excellence: A reliance on data and analytics to inform decisions, measure performance, and continuously improve processes and product outcomes.

• Collaboration & Teamwork: A belief in the power of cross-functional partnerships to achieve shared goals and deliver integrated solutions.

• Accountability & Ownership: A culture where individuals take responsibility for their work, outcomes, and the impact they have on the customer and the business.

Collaboration Style:

• Proactive & Integrated: Encourages proactive engagement with stakeholders across departments to ensure alignment and integrated CX strategies from the outset.

• Feedback-Rich: Fosters an environment where open feedback is welcomed and utilized for continuous improvement of products, processes, and team dynamics.

• Transparent Communication: Emphasizes clear, consistent, and honest communication to keep all parties informed and aligned on objectives and progress.

• Goal-Oriented: Focuses on shared objectives, with a collaborative approach to problem-solving and achieving defined CX and business targets.

📝 Enhancement Note: The company's description highlights its family-owned roots and community focus, suggesting a culture that values strong relationships, loyalty, and a sense of shared purpose, which likely extends to its internal team dynamics.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling CX Across Diverse Brands: Integrating and standardizing CX best practices across Love's various business units and customer segments (travel stops, fuel customers, RVers, etc.) while maintaining brand integrity.

• Legacy Systems & Integration: Navigating existing technology infrastructure and integrating new CX tools and features effectively within a potentially complex IT landscape.

• Driving Cultural Change: Embedding a customer-centric mindset deeply into the broader organizational culture, which can be challenging in a large, established company.

• Balancing Innovation with Profitability: Ensuring that CX investments and product innovations directly contribute to business growth and profitability, justifying resource allocation.

Learning & Development Opportunities:

• Digital Transformation Leadership: Gain hands-on experience leading digital transformation initiatives within a major retail and services organization.

• Advanced CX & Product Strategy: Deepen expertise in cutting-edge CX strategies, product development methodologies, and emerging technologies relevant to the retail and travel sectors.

• Executive Mentorship: Opportunity to learn from senior leadership within a successful, family-owned company, gaining insights into strategic decision-making and long-term business planning.

• Industry Best Practices: Exposure to industry conferences, workshops, and professional development programs focused on customer experience, product management, and retail innovation.

📝 Enhancement Note: The role presents significant challenges in large-scale implementation and cultural change, which are excellent opportunities for seasoned operations and strategy leaders to demonstrate their expertise and drive substantial impact.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for developing a comprehensive customer experience product strategy from ideation to execution. How do you ensure it aligns with broader business objectives like revenue growth?"

  • Preparation: Outline a structured approach (e.g., market research, customer segmentation, goal setting, roadmap development, resource allocation, KPI definition). Emphasize linking CX initiatives directly to business outcomes and profitability.

• "How would you foster collaboration between marketing, IT, and operations to ensure a unified customer experience across Love's diverse offerings?"

  • Preparation: Discuss strategies for building cross-functional alignment, establishing clear communication channels, defining shared KPIs, and leveraging shared platforms. Provide examples of successful cross-departmental projects.

• "Imagine we want to significantly improve the user experience of the Love's Connect mobile app. What would be your first steps, and how would you measure success?"

  • Preparation: Focus on a data-driven approach: user research, competitive analysis, identifying pain points, prioritizing features, iterative design and testing, and defining key metrics (e.g., app store ratings, engagement, task completion rates, conversion).

Company & Culture Questions:

• "What do you know about Love's customer base and our current product offerings? How do you see CX product strategy contributing to our specific business goals?"

  • Preparation: Research Love's website, news, and industry presence. Connect your experience to their specific challenges and opportunities (e.g., loyalty programs, digital convenience, traveler needs).

• "Describe a time you had to lead a significant change initiative related to a customer-facing product or process. What were the challenges, and how did you overcome them?"

  • Preparation: Use the STAR method (Situation, Task, Action, Result) to detail a change management experience, highlighting your leadership, communication, and problem-solving skills.

• "How do you approach budget management for product development and MarTech investments, and how do you demonstrate ROI?"

  • Preparation: Discuss your experience with forecasting, tracking expenses, prioritizing investments, and using metrics to prove the financial value of CX initiatives.

Portfolio Presentation Strategy:

• Concise Storytelling: For each case study, tell a clear story: the challenge, your strategic approach, the operational execution, and the quantifiable results. Aim for 5-7 minutes per case study.

• Visual Aids: Use clear, professional slides with minimal text, focusing on key data points, charts, and impactful visuals that support your narrative.

• Focus on Impact: Clearly articulate the business impact of your work – revenue generated, costs saved, customer satisfaction improved, efficiency gained.

• Demonstrate Leadership: Highlight your role in leading teams, influencing stakeholders, and driving strategic decisions.

• Q&A Readiness: Anticipate questions about your methodologies, challenges encountered, and alternative approaches you might have considered.

📝 Enhancement Note: Preparing specific, data-backed examples that demonstrate strategic thinking, operational execution, and measurable business impact will be crucial for success in this interview process.

📌 Application Steps

To apply for this Director of CX Product Strategy position:

• Submit your application through the Love's Travel Stops & Country Stores careers portal via the provided link.

• Tailor Your Resume: Highlight keywords and responsibilities related to customer experience strategy, product management, digital product development, Agile methodologies, cross-functional leadership, and budget management. Quantify achievements whenever possible.

• Prepare Your Portfolio: Select 2-3 strong case studies that best showcase your strategic thinking, execution capabilities, and impact on customer experience and business results. Ensure they demonstrate your ability to drive profitability and manage operations effectively.

• Research Love's: Gain a deep understanding of Love's business model, customer base, current offerings, and any recent company news or strategic initiatives. Consider how your skills and experience can directly address their needs.

• Practice Your Presentation: Rehearse your portfolio presentation and prepare concise, compelling answers to common interview questions, focusing on strategic and operational execution.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.