H&R Block

Compensation

Full Description

Our Company We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block! What you'll do... At H&R Block your contributions will go far beyond any job description. When you join our team, you’ll add to the momentum of a forward-thinking company – one that defined an industry and is now leading its transformation. The Program Manager, Community within the Scalable Support Team champions our clients and Tax Pros, has a deep understanding of their behaviors and needs, and leverages data-driven insights to evolve H&R Block’s servicing experiences, further solidifying them as a key differentiator of our value proposition. As the Program Manager, Community you will report to the Director of Scalable Support and set the engagement and support strategy across H&R Block’s Tax Pro and client community assets. This is a highly visible role blending strategy and execution where you will partner closely with your peers in Customer Care as well as partners in Product, Technology and Marketing to deliver community support experiences that drive value to our clients and H&R Block. Day to day, you’ll... Strategy and Planning • 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 Operations and Insights • 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 What you'll bring to the team... • 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 It would be even better if you also had... • 10+ years of support experience Why work for us Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. Pay Range Information The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. 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, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range $101,200.00 - $161,900.00/Yr. Sponsored Job #LI-SH1 #LI-Remote