Program Manager-Content/Scalable Support

H&R Block

37d

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 Program Manager, Content within the Scalable Support 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 Program Manager, Content you will report to the Director of Scalable Support and set the scaled support content strategy across H&R Block’s portfolio of products and services that our Tax Pros and clients rely on each and every day. This is a highly visible role blending strategy and execution where you will partner closely with your peers in Customer Care as well as content partners in Product, Technology and Marketing to deliver content experiences that drive value to our clients and H&R Block.

Requirements

• 8+ years of support experience
• 8+ years of content creation 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

Nice To Haves

• 10+ years support experience
• Help Center or Chatbot or AI System experience

Responsibilities

• Own the support content strategy and delivery for all digital and service products within an assigned portfolio and ensure alignment with client goals and outcomes
• Build a cohesive strategy, prioritizing efforts, and aligning stakeholders. Your remit is expansive covering help centers, chat bots, GenAI tools, in-product help content, IVA logic and much more
• Maintain a pulse on user feedback to ensure scalable support content is achieving the desired outcomes and a measurable ROI
• Understand and anticipate operational risks and analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows/tools
• Design, build and operate the content lifecycle system for the Customer Care organization
• Ensure the timely publication of support content that is not only brand-aligned and legal-approved, but is engaging, educational, and additive to the overall support experience
• Be accountable to the efficacy of self-service content - including GenAI content – ensuring that it consistently meets a high standard of quality and drives self-service resolutions
• Mine H&R Blocks content assets for insights, including website traffic, help centers, FAQs, chatbots, etc.

Benefits

• 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: Mid Level
• Number of Employees: 5,001-10,000 employees