Product Support Manager, Assisted Tax Preparation

H&R Block is a leader in tax preparation and financial services, committed to helping clients and communities. The Product Support Manager for Assisted Tax Preparation Services will set the support strategy for a portfolio of products, ensuring exceptional service delivery while leveraging data-driven insights to improve client experiences.

Responsibilities:

• 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
• 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
• 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

Requirements:

• 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