Director, Product Support & Insights

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 will have multiple dimensions 

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 inspires 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 straight forward 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 customers’ 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.