Product Support Manager, Assisted Tax Preparation

H&R Block

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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 Product Support Manager – Assisted Tax Preparation Services within the Product Support & Insights Team 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 Product Support Manager, Assisted Tax Preparation, you will report to the Director of Product Support & Insights and set the support strategy for a portfolio of products and services that our clients rely on each and every day. 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

• BS/BA in related field or the equivalent through a combination of education and experience
• 8 years total experience
• 6+ years of support experience, ideally supporting retail/field locations
• Demonstrated experience in leveraging support insights to drive change across cross-functional teams.
• Deep product support experience in a consumer technology organization. This includes building support strategies that complement the product vision and cut across 1:1 and 1:Many servicing channels.
• Industry thought leadership as you stay up to date of new technologies, customer trends and expectations, and competitive insights
• Experience with contact center technologies, processes, and measures along with how they drive client experience
• Exceptional communication and collaboration skills, along with a comfort working and leading in a cross-functional environment
• Creative and inspiring leadership skills that support learning with a bias for action and accountability while building and maintaining strong relationships
• The ability to think strategically and tactically with a persistent problem-solving mentality

Responsibilities

• Own the support strategy for all digital and service products within a the Assisted Tax Preparation portfolio and drive alignment with client goals and outcomes. Ensure that every ‘next dollar spent’ delivers the best ROI possible as measured by customer feedback (VOC, CES)
• Maintain a pulse on user feedback, deliver top-notch resolution of user issues, and provide meaningful insights to product teams to improve the user experience. Own the relationship and feedback system with Tier 3 technical support teams
• Support the delivery of the customer care experience through innovative 1:1 and 1:Many service models for your portfolio of products with tight collaboration across delivery teams including vendor operations, scalable support, and more
• Provide strategic insights/lead improvement efforts in customer service and operations. Develop systems and protocols to drive up quality while removing inefficiencies and cost
• Understand and anticipate operational risks and analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows/tools
• Drive action with data-driven stories: Use data to build a shared understanding of customer needs, operational challenges, and strategic opportunities, ensuring insights lead to meaningful change
• Manage ‘Known Issues’, new product launches, and Marketing initiatives for your product portfolio to ensure that the broader organization is always prepared to deliver exceptional service
• Partner with delivery teams, data scientists, and using your own analytical skills, you will provide insight to drive down cost and inefficiencies throughout our customers’ servicing journeys while simultaneously improving the CX and driving incremental LTV
• Own and broadcast customer insights across the enterprise and be a trusted advisor to our most senior leadership
• Create and manage support budgets for each product with accuracy and transparency
• Gain leverage in our support investments so that we can reinvest savings into the customer experiences and innovate

Benefits

• competitive compensation and benefits to support your health and well-being
• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
• can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program
• are automatically enrolled in Business Travel Accident Insurance
• receive Associate Tax Prep benefit

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level