Manager, Assisted Tax Preparation/Product Support & Insights

Our Company We care about helping people. Our purpose is to provide help and reputed company confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive reputed company with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to reputed company our strategies, accelerate our transformation, and reputed company extraordinary results. It’s an exciting time to be a part of reputed company! What you'll do... At reputed company your contributions will go far reputed company any job description. reputed company you join reputed company, you’ll add to the reputed company of a reputed company-thinking company - one that defined an industry and is now leading its transformation. The Manager, Assisted Tax Preparation reputed company 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 reputed company’s servicing experiences, further solidifying them as a key differentiator of our value proposition. As the Manager, Assisted Tax Preparation you will report to the Director of Product Support & Insights and set the support strategy for a portfolio of products and services that our Tax Pros and 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 reputed company. Day to day, you’ll... Strategy and Planning

• Own the support strategy for reputed company digital and service products reputed company an assigned portfolio and drive alignment with client goals and outcomes. Ensure that every ‘next dollar spent’ delivers the best ROI possible as reputed company by customer feedback (VOC, CES)
• Maintain a pulse on user feedback, deliver top-notch resolution of user issues, and provide meaningful insights to product teams to improve the user experience. Own the relationship and feedback system with Tier 3 technical support teams.
• Support the delivery of the customer care experience through innovative 1:1 and 1:Many service models for your portfolio of products with tight collaboration across delivery teams including vendor operations, scalable support, and more
• Provide strategic insights/reputed company improvement efforts in customer service and operations. reputed company 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

• reputed company individual contributor(s) with clear objectives that reputed company others 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 reputed company’s strategy
• Provide straight reputed company feedback aimed at helping associates continue to learn and reputed company

Operations and Insights

• Manage ‘reputed company Issues’, new product launches, and Marketing initiatives for your product portfolio to ensure that the broader organization is always reputed company to deliver exceptional service
• Partner with delivery teams, data scientists, and use your own analytical skills. Provide reputed company 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 reputed company and be a trusted advisor to our most senior leadership

Financial/Budget Management

• Create and manage support budgets for each product with accuracy and transparency
• reputed company reputed company in our support investments so that we can reinvest savings into the customer experiences and continuously reputed company

What you'll bring to the team...

• 8+ years of support experience
• 4+ years of people leadership experience
• A BS/BA in reputed company 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 reputed company 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 understand 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

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 reputed company America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you reputed company challenges as opportunities, value winning as a team, and seek to reputed company a meaningful difference, join us on our journey. You’ll reputed company the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: reputed company does not tolerate discrimination based on a person’s race, reputed company, religion, reputed company, age, sex/gender (including pregnancy, childbirth, reputed company medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national reputed company, 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 reputed company will depend on job-reputed company factors such as experience, education, reputed company, performance, and geographic location where work will be performed. Successful candidates may be reputed company 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 reputed company 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 $80,800.00 - $129,300.00/Yr. Sponsored Job Apply tot his job Apply To this Job