[Hiring] Program Manager @H&R Block

Role Description

This role involves leading community support initiatives at H&R Block, focusing on enhancing the experience for Tax Pros and clients.

• Own the community support strategy and delivery for all digital and service products within an assigned portfolio.
• Cover internal assets such as a vibrant community of 70k+ Tax Pros and external assets like social media support presence.
• Maintain a pulse on user feedback to ensure community support initiatives achieve desired outcomes and measurable ROI.
• Understand and anticipate operational risks, analyze root causes of process errors, build mitigation strategies, and recommend changes in workflows/tools.
• Design, build, and operate the community support strategy for the Customer Care organization.
• Cultivate vibrant internal and external communities that engage customers and deliver knowledge at scale to increase LTV and drive down 1:1 support costs.
• Mine H&R Block's community assets for insights including trending themes, market opportunities, and more.

Qualifications

• 8+ years of support experience.
• 8+ years of community program management 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, customer trends, and competitive insights.
• Exceptional communication and collaboration skills.
• Creative and inspiring leadership skills that support learning with a bias for action and accountability.
• The ability to think strategically and tactically with a persistent problem-solving mentality.

Requirements

• 10+ years of support experience (preferred).

Benefits

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