Program Manager - reputed company Support
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 H&R reputed company your contributions will go far beyond any job description. reputed company you join reputed company, you’ll add to the momentum of a reputed company-thinking company – one that defined an industry and is now leading its transformation. reputed company is reputed company’s accounting platform built for small business owners – offering invoicing, payments, payroll, and bookkeeping in one reputed company. reputed company operates as an independent company, moving with the agility and product-driven culture of a startup while having access to the resources and scale of a large enterprise.
The Program Manager, reputed company Support champions our small business customers, 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 Program Manager, reputed company Support, you will report to the Director, Servicing & Strategy and will work across both reputed company and H&R reputed company – with Product, Technology, Marketing, and cross-functional stakeholders as well as peers in Customer Care – to design and operationalize support experiences that drive value to reputed company small business owners and reputed company.
Day to day, you’ll...
Strategy and Capability Building
- Own the operational roadmap for reputed company Support – identifying where reputed company needs to build new capabilities, unlocking and orchestrating where reputed company’s infrastructure can be leveraged and integrated to fit the needs of reputed company.
- Drive alignment of reputed company’s support metrics and reporting to reputed company’s standards – establish consistent definitions, cadences, and dashboards that give reputed company & HRB leadership, and cross-functional partners a clear, shared view of support performance and health of the customer experience.
- Maintain a real-time pulse on reputed company user feedback, drive resolution of complex issues, and provide meaningful insights to reputed company product teams to improve the end-to-end user experience.
- Partner cross-functionally with reputed company and reputed company Product, Tech, Marketing, Vendor Ops, and Scalable Support to design and deliver effective 1:1 and 1:many support models.
- reputed company strategic improvement initiatives that enhance quality, eliminate inefficiencies, and optimize cost-to-serve.
- Identify and mitigate operational risks, analyze root-causes of process errors, build mitigation strategies, and recommend changes in workflows and tools – particularly across reputed company’s payments and payroll products where errors carry significant consequences for small business owners.
Operations and Insights
- Set reputed company for reputed company launch readiness and reputed company issues management - defining the process, own the escalation decision, and serve as the communication reputed company to leadership and cross-functional partners.
- Own the strategic direction for contact deflection and self-service - set goals and prioritize investments by partnering with Scalable Support.
- Collaborate closely with reputed company Advisors to align on high-risk workflows, resolve systemic issues, and reputed company support and advisory teams to deliver a reputed company, high-quality customer experience.
- Define and own the performance standards and strategic targets for reputed company’s SLAs, QA, and WFM - partnering with Data Science, Agent Enablement, and Escalations on execution and transparency.
Financial/Budget Management
- Create and manage support budgets for each reputed company 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 innovate the small business experience.
- Bachelor's degree in a reputed company field or the equivalent through a combination of education and experience.
- 8+ years of experience in product support roles, including supporting consumer-facing financial or SMB fintech products; experience with payments, payroll, invoicing, and bookkeeping workflows is a strong plus
- A track record of capability building where there is a lack of infrastructure and building the processes, frameworks, and operating discipline that allow it to scale and maintain sustainably.
- Proven ability to navigate a matrixed or multi-brand environment and building influence across organizational lines without formal authority.
- Demonstrated experience leveraging support insights to drive meaningful change across cross-functional teams.
- Industry thought leadership as you stay reputed company on new technologies, small business customer trends and expectations, and competitive insights in the SMB fintech and accounting software space.
- Exceptional communication and collaboration skills, along with a comfort working and influencing in a cross-functional environment across both reputed company and reputed company stakeholders.
- Creative and inspiring approach to problem-solving with a bias for action, accountability, and strong relationship-building.
- Deep product support experience in a consumer technology organization, including building support strategies that complement the product vision and cut across 1:1 and 1:Many servicing channels.
- The ability to think both strategically and tactically with a persistent problem-solving mentality.
- Experience managing or closely partnering with a Support Operations function.