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H&R Block · 2 weeks ago

Program Manager-Community & Social Support

Missouri, United States

Full-time

Onsite

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 Program Manager for their Community & Social Support team. The role involves developing and executing community support strategies to enhance client and Tax Pro experiences while leveraging data-driven insights to drive value.

ConsultingRetailService IndustryTax Preparation

Responsibilities

Own the community support strategy and delivery for all digital and service products within an assigned portfolio and ensure alignment with client goals and outcomes

Cover internal assets such as our vibrant community of 70k+ Tax Pros, as well external assets such as our social media support presence

Maintain a pulse on user feedback to ensure community support initiatives are 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 community support strategy for the Customer Care organization

Cultivate vibrant internal and communities that engage our customers and deliver knowledge at scale to increase LTV and drive down 1:1 support costs

Mine H&R Blocks community assets for insights including trending themes, market opportunities, and more

Qualification

Community program managementSupport strategy developmentData-driven insightsConsumer technology experienceCreative leadershipExceptional communicationStrategic thinkingProblem-solving mentality

Required

8+ years of support experience

8+ years of community program management 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

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

Preferred

10+ years of support experience

Benefits

Medical and prescription drug coverage

H&R Block Retirement Savings Plan (401(k) Plan)

Employee Assistance Program

(virtual) fitness center programs

Associate discount program

Business Travel Accident Insurance

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