Director, Product Support & Insights

H&R Block

96d • $120,900 - $205,500

About The Position

At H&R Block your contributions will go far beyond any job description. When you join our team, you’ll add to the momentum of a forward-thinking company – one that defined an industry and is now leading its transformation. The Director, Product Support & Insights champions our clients and Tax Pros, has a deep understanding of their behaviors and needs, and leverages data-driven insights to evolve H&R Block’s servicing experiences, further solidifying them as a key differentiator of our value proposition. As the Director, Product Support & Insights you will report to the VP of Customer Care and lead a team that sets the support strategy for a portfolio of products and services spanning both consumer and SMB offerings. This is a highly visible role and you will work across the organization with Product, Technology, Marketing and other cross-functional stakeholders, as well as with your peers in Customer Care to design and operationalize support experiences that drive value to our clients and H&R Block.

Requirements

• 10+ years of support experience.
• 5+ years of people leadership experience.
• A BS/BA in related field or equivalent through a combination of education and experience.
• Deep product support experience in a consumer technology organization.
• Industry thought leadership in new technologies, customer trends, and competitive insights.
• Experience and deep understanding of contact center technologies and processes.
• Exceptional communication and collaboration skills.
• Creative and inspiring leadership skills.
• Ability to think strategically and tactically with a persistent problem-solving mentality.

Nice To Haves

• MBA or Masters’ Degree.
• Prior experience with NICE and Salesforce products.

Responsibilities

• Own the support strategy for all products and ensure alignment with client goals and outcomes.
• Maintain a pulse on user feedback, ensure top-notch resolution of user issues, and provide meaningful insights to product teams.
• Support the delivery of the customer care experience through innovative service models.
• Provide strategic insights and lead improvement efforts in customer service and operations.
• Understand and anticipate operational risks and analyze root-causes of process errors.
• Lead a team of Product Support & Insights managers.
• Build and maintain a connected culture where associates feel supported.
• Provide straightforward feedback aimed at helping associates continue to learn and develop.
• Partner with delivery teams and data scientists to drive down cost and inefficiencies.
• Own and broadcast customer insights across the enterprise.
• Accountable for creating and managing support budgets for each product.

Benefits

• Competitive compensation and benefits to support health and well-being.
• Medical and prescription drug coverage.
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan).
• Employee Assistance Program.
• Virtual fitness center programs.
• Associate discount program.
• Business Travel Accident Insurance.
• Associate Tax Prep benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees