Director, Product Support & Insights

H&R Block Director, Product Support & Insights

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!

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 Director, Product Support & Insights 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 Director, Product Support & Insights you will report to the VP of Customer Care and lead a team that sets the support strategy for a portfolio of products and services spanning both consumer and SMB offerings. This is a highly visible role and you will work across the organization with Product, Technology, Marketing and other cross-functional stakeholders, as well as with your peers in Customer Care to design and operationalize support experiences that drive value to our clients and H&R Block.

Your Role

Your role will have multiple dimensions:

• Strategy and Planning
• People Leadership
• Operations and Insights
• Financial/Budget Management

Strategy and Planning:

• Own the support strategy for all products and ensure alignment with client goals and outcomes, ensuring that every ‘next dollar spent’ delivers the best ROI possible as measured by customer feedback (VOC, CES).
• Maintain a pulse on user feedback, ensure top-notch resolution of user issues, and provide meaningful insights to product teams to improve the user experience.
• Support the delivery of the customer care experience through innovative 1:1 and 1:Many service models 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 from operations.
• Understand and anticipate operational risks and analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows/tools.

People Leadership:

• Lead a team of Product Support & Insights managers who are each attached to a product within your portfolio.
• You will lead with clear objectives that inspire the team while driving engagement, accountability, and results.
• Continue to build and maintain a connected culture where associates feel supported and understand their purpose in alignment with H&R Block’s strategy.
• Provide straightforward feedback aimed at helping associates continue to learn and develop.

Operations and Insights:

• Partnering with delivery teams, data scientists, and using your own analytical skills, you will provide insight to drive down cost and inefficiencies throughout our customer’s 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.

Financial/Budget Management:

• Accountable for creating and managing support budgets for each product with accuracy and transparency.
• Continuously gain leverage in our support investments so that we can reinvest savings into the customer experiences and continuously innovate.

What You'll Bring To The Team

• 10+ years of support experience
• 5+ years of people leadership 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 understanding 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

It Would Be Even Better If You Also Had...

• MBA or Masters’ Degree
• Prior experience with NICE and Salesforce products

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.

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: $120,900.00 - $205,500.00/Yr.