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H&R Block · 2 weeks ago

Program Manager-Content/Scalable 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, and they are seeking a Program Manager, Content to champion their clients and Tax Pros. This role involves setting the support content strategy across H&R Block’s portfolio, ensuring alignment with client goals, and collaborating with various teams to enhance the client support experience.

ConsultingRetailService IndustryTax Preparation

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

Qualification

Content strategySupport experienceConsumer technologyContact center technologiesCross-functional collaborationCreative leadershipIndustry thought leadershipHelp Center experienceChatbot experienceAI System experienceExceptional communicationStrategic thinkingProblem-solving mentality

Required

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 understand 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

Preferred

10+ years support experience

Help Center or Chatbot or AI System experience

Benefits

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