Product Support Manager, Assisted Tax Preparation at HR Block Hayward WI

, , United States -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Support Strategy, Data-Driven Insights, Client Advocacy, User Feedback Analysis, Cross-Functional Collaboration, Product Support, Service Models, Operational Risk Analysis, Root Cause Analysis, Data Analysis, Cost Reduction, Customer Experience Improvement, Budget Management, Strategic Planning, Leadership, Problem-Solving

Industry

Retail

Description

Our Company 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! What you'll do... 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. Day to day, you’ll... Strategy and Planning 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 Operations and Insights 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 Financial/Budget Management 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 What you'll bring to the team... 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 Why work for us Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. Pay Range Information The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. 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. Pay Range $101,200.00 - $161,900.00/Yr.

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Responsibilities

The Product Support Manager will own the support strategy for the Assisted Tax Preparation portfolio, aligning it with client goals and ensuring maximum ROI through data-driven insights from user feedback. This role involves designing and operationalizing support experiences across 1:1 and 1:Many service models in collaboration with Product, Technology, and Customer Care teams.