Product Support Manager, Product Support & Insights/DIY

H&R Block

7h

About The Position

We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block!
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 Manager, Assisted Tax Preparation 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 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 Tax Pros and 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.
Day to day, you’ll...

Requirements

• 8+ years of support experience
• 4+ years of people leadership experience
• A BS/BA in related field or the equivalent through a combination of education and experience
• 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 abreast of new technologies, customer trends and expectations, and competitive insights
• Experience and deep understand of 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 an assigned 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 from operations
• Understand and anticipate operational risks and analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows/tools.
• Lead individual contributor(s) with clear objectives that inspire others while driving engagement, accountability, and results
• Continue to build and maintain a connected culture where associates feel supported and understand their purpose in alignment with H&R Block’s strategy
• Provide straight forward feedback aimed at helping associates continue to learn and develop
• 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 use your own analytical skills. 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 continuously innovate

Benefits

• You’ll reap the rewards of helping others along with 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; and receive Associate Tax Prep benefit.

What This Job Offers

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