H&R Block

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. 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. 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 Skills • 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 • 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 Overview • 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. It was founded in 1955, and is headquartered in Kansas City, Missouri, USA, with a workforce of 10001+ employees. Its website is https://www.hrblock.com.