Job Details

Our CompanyWe 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 andhow 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...H&R Block is undergoing an exciting transformation in Customer Care, and we invite you to be a part of it! As the Manager of our robust Escalations team, you will lead a dynamic group dedicated to delivering exceptional service across our Do-it-Yourself (DIY), Retail, and Social Media channels. Your role will be pivotal in retaining at-risk clients, resolving escalations, and ensuring a seamless, positive experience at every touchpoint.Strategic Planning & Direction* Meet with leadership, partners, and stakeholders to get feedback on current service and understand expectations for future service.* Stay abreast of customer service trends through industry forums, research, and a personal network of external leaders in the service space.* Distill customer service strategy into an execution plan/roadmap of meaningful projects delivering measurable outcomes.* Ensure that goals and objectives for the organization align with strategic priorities.* Understand how department programs and processes can be applied to make service more efficient and/or help the business gain competitive advantages.* Communicate effectively to ensure transparency, alignment, awareness, and engagement.* Collaborate with cross-functional teams to identify and resolve service delivery gaps across DIY, Retail, and Social Media channels.Resource Management* Focus on elevating talent through a clear understanding of the current and evolving needs of the organization.* Evaluate staffing needs and determine the best options to fulfill.* Conduct employment interviews, make hiring decisions, and participate in corrective action and termination discussions, and decisions.* Monitor department productivity, identify opportunities to optimize, and provide team members with direction.* Conduct annual reviews, midyear conversations, and quarterly check-ins, including performance metrics for each performance objective. Ensure that the supervisors do the same for their associates.* Monitor performance and develop team members to ensure consistent, effective, and efficient processes.* Provide regular, straightforward feedback.* Ensure team members are trained, empowered, and equipped with the necessary tools to handle inquiries across all supported channels.Financial/Budget Management* Contribute information for developing an operating plan and budget.* Understand budget drivers.* Identify risks and opportunities, act and communicate accordingly.* Develop a budgeting process and manage budgets for a group of associates.Operations/Project Management* Understand all key processes necessary to lead a contact service center.* Understand service level expectations, key performance indicators, and metrics that are core to the operation.* Lead team to understand performance, opportunities to improve, and reasons why performance may be better or worse than planned.* Provide stakeholders and leadership relevant performance updates and insights.* Analyze changes and provide direction where needed.* Monitor and report on customer sentiment and engagement across all service platforms, identifying trends and opportunities for proactive outreach.* Lead initiatives to improve customer retention by analyzing escalation trends and implementing targeted interventions.What you'll bring to the team...* Associate's/Bachelor's degree or the equivalent through a combination of education and related work experience.* 6+ years of contact center people leadership experience, with demonstrated ability to influence across large matrixed organization* Drive the team towards achieving best-in-class service standards, fostering a culture of continuous improvement and exceptional client satisfaction.* Ability to champion the critical role of front-line customer care associates (agents) and cultivate an empowering environment where culture drives outstanding client experiences.* Expertise in interpreting & leveraging data to efficiently lead and optimize team performance, ensuring exceptional client service.* Proven track record in driving transformation through strong change management skills, fostering adaptability and resilience within the team.* Experience managing customer interactions across multiple channels, including social media.* Proven ability to identify and resolve service delivery issues that impact customer satisfaction and retention.Why work for usSince 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 North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You'll reap 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: H&R Block does not tolerate discrimination based on a person's race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.Pay Range InformationThe 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 decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able 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 H&R Block 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#LI-REMOTE