Product Support Manager, Financial Services

About this role

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 – Financial Services within the Product Support & Insights 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 Product Support Manager – Financial Services you will report to the Director of Product Support & Insights and set the support strategy for a portfolio of products and services that our clients rely on each and every day. 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.


Day to day, you’ll...
Strategy and Planning

• Own the support strategy for all digital and service products within an assigned portfolio and drive alignment with client goals and outcomes. Ensure that every ‘next dollar spent’ delivers the best ROI possible as measured by customer feedback (VOC, CES)
• Maintain a pulse on user feedback, deliver top-notch resolution of user issues, and provide meaningful insig...