[Hiring] Manager, DIY/Product Support & Insights @H&R Block

Role Description

As the Manager, Assisted Tax Preparation within the Product Support & Insights Team, you will champion our clients and Tax Pros, leveraging data-driven insights to evolve H&R Block’s servicing experiences.

• Own the support strategy for all digital and service products within an assigned portfolio.
• 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 and deliver top-notch resolution of user issues.
• 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 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 individual contributors with clear objectives that inspire others.
• Manage ‘Known Issues’, new product launches, and Marketing initiatives for your product portfolio.
• Partner with delivery teams and data scientists to drive down costs and inefficiencies.
• Create and manage support budgets for each product with accuracy and transparency.

Qualifications

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

Benefits

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

Pay Range Information

The pay range for this position is $80,800.00 - $129,300.00/Yr. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location.