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H&R Block · 1 hour ago

Product Support Manager - Financial Services

United States

Full-time

Remote

Senior Level, Lead/Staff

$101K/yr - $162K/yr

8+ years exp

H&R Block is a leader in tax preparation and financial services, seeking a Product Support Manager for their Financial Services team. This role involves setting the support strategy for a portfolio of products, collaborating with cross-functional teams to enhance customer experiences and drive operational improvements.

ConsultingRetailService IndustryTax Preparation

Responsibilities

Own the support strategy for all digital and service products within an assigned 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 manager 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

Qualification

Product support strategyData-driven insightsConsumer financial productsContact center technologiesBudget managementCreative leadershipExceptional communicationStrategic thinking

Required

8 years total experience

6+ years of support experience

4+ years of experience with consumer financial products

Demonstrated experience in leveraging support insights to drive change across cross-functional teams

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 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

Benefits

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

The associate discount program

Are automatically enrolled in Business Travel Accident Insurance

Receive Associate Tax Prep benefit

Company

H&R Block

Glassdoor3.8

H&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial.

Founded in 1955

Kansas City, Missouri, USA

10001+ employees