Director- Customer Service Capabilities
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Kansas City, MO 64106
Director- Customer Service Capabilities
The Director- Customer Service Capabilities is responsible for significantly advancing the client and associate support teams’ ability to deliver intuitive and memorable service experiences through the use of technology. Owns the implementation of new capabilities that 1) enable greater self-service for clients in multiple channels that can be measured by higher self-service rates and higher client effort scores, and 2) enable greater agent effectiveness that can be measured by higher first call resolution, optimized handle times, and fewer negative experiences.
Responsible for bringing to life an intuitive servicing platform for all agents that results in a simpler and better agent experience which will translate into a better client experience.
Direct, manage, and coach a team that defines, owns, and delivers processes, tools, and solutions that make associate and client service consistent and easy across all areas (Assisted, Financial Services, DIY, and Associate support). This includes, but is not limited to, defining and delivering a unified agent desktop, defining and delivering consumable, Al-infused knowledge and content for agent, client, or system consumption; and, enabling more ‘digital-first’ self-service across all areas.
Works closely with the HRB Productivity team to integrate RPA, Al, and other related technologies into our contact center processes to reduce client
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Strategic Planning & Direction
+ Meet with executive management, business representatives, external partners, and various focus groups to receive feedback on current systems, processes and procedures and to brainstorm enhancements for future initiatives.
+ Work closely with other leaders (operations, product, technology and/or business unit) to understand end-to-end requirements and ensure strategic initiatives are met through these solutions
+ Ensure that goals and objectives for the organization align with strategic priorities.
+ Understand how department programs and products can be applied to improve tax operations productivity, and/or help the business gain competitive advantages.
+ Coordinate with external entities to design, develop and implement new processes, products, or programs.
+ Communicate effectively to ensure transparency, alignment, awareness, and engagement
+ Stay abreast of customer service trends and technology.
1. Resource Management
+ Provide leadership ongoing status updates. Collaborates across departments on projects.
+ Coach managers on supervising techniques, performance management, and training options.
+ Evaluate staffing needs and hire staff based on workload, timeline, and priorities. Determine best staffing solution (i.e., contractor, temporary, or regular HRB associate).
+ Monitor department productivity and provide staff members with direction. Provide regular performance feedback to staff members.
+ Conduct annual reviews, midyear conversations, and quarterly check-ins. Ensure that the management staff does the same for their team members.
1. Financial/Budget Management
+ Accountable for developing and managing an annual department operating plan and associated budgets which are moderate to significant in size and complexity.
+ Prepare and manage departmental budgets. Review and approve staff requests. Approve supply order forms signed by department managers; approve local purchases; and approve invoices for payment.
1. Operations/Project Management
+ Participate in the program planning process with other members of management and affected external partners.
+ Develop proposals, statements of work, RFP’s, and RFI’s.
+ Monitor operational and/or project schedules to ensure that work is on track for timely completion with high quality.
+ Ensure external partner and vendor coordination for processes or projects.
+ Inform leadership and executives within various business units of schedules and other pertinent operational details.
+ Bachelor’s degree in related field or the equivalent through a combination of education and work experience.
+ MBA or Masters’ Degree preferred.
+ Significant experience in area of expertise and/or product/program management experience, typically 10+ years with increasing levels of responsibility
+ 5+ years people management experience
+ Understands the value of easy associate/agent experiences and how they impact client experiences
+ Experience with contact center processes and technology
+ Experience leading change in the contact center/service space by delivering simple common processes, tools, and platforms with agility
+ Ability to translate business strategy into department/product/program strategy
+ Ability to guide groups toward a vision and identify/develop solutions
+ Experience with cost benefit analysis in preparing/reviewing business cases
+ Experience developing and managing a significant department budget
+ Demonstrated leadership and ability to influence others across the organization
+ Demonstrated experience and knowledge of schedules, tight deadlines, and competitive demands
+ Ability to work with external vendors
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One H&R Block Way
About H&R Block… :
H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.
We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.