Program Manager-Content/Scalable Support

H&R Block is a leader in tax preparation and financial services, and they are seeking a Program Manager for their Scalable Support Team. This role involves developing and executing the content strategy for support services, ensuring alignment with client needs and operational goals, while collaborating with various departments to enhance customer experiences.

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

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