Director, Scalable Support

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, Scalable Support champions our clients and Tax Pros, has a deep understanding of their behaviors and needs, and leverages data-driven insights to support them at scale through 1:Many experiences including help centers, community forums, in-product tutorials, and other strategically delivered content.   

As the Director, Scalable Support you will report to the VP of Customer Care and lead a team that sets the 1:Many 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 1:Many support strategy and execution for all products and ensure alignment with client goals and outcomes, ensuring that all support experiences delivered outside the contact center are effective, easy, and scalable. 

• Maintain a pulse on user engagement and feedback across 1:Many support assets 

• Provide strategic insights/lead improvement efforts in customer service and operations in service of reducing 1:1 support volumes and solving an increasing share of customer needs in self-service channels.  

• 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 Scalable Support managers who are focused on maximizing the value of the support assets in their remit (e.g., help center, chat bot, AI solutions, etc.) 

• 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. 

• Surface customer insights and partner with Product Support & Insight leads to build a complete view of the support CX encompassing both 1:Many and 1:1 servicing interactions. 

Financial/Budget Management 

• Accountable for creating and managing team budgets inclusive of technology spend 

• Continuously gain leverage in our support investments so that we can reinvest savings into the customer experiences and continuously innovate. 

• 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 self-service experience in a consumer technology organization. This includes building support strategies that complement the product vision and reduce 1:1 volumes 

• Deep understanding of self-service technologies and AI can augment CX 

• 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 

• MBA or Masters’ Degree 

• Prior experience with NICE and Salesforce products