[Remote] Product Support Manager - Tax Pro Experience

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leader in tax preparation and financial services, seeking a Product Support Manager for the Tax Pro Experience. This role focuses on enhancing the user reputed company for Tax Professionals by improving workflows, operational readiness, and advocating for their needs.

Responsibilities

• Identify and prioritize top Tax Pro workflow, process, and tooling friction points using case data, CES feedback, and reputed company signals, reputed company to contact reputed company and experience reputed company
• reputed company resolution of high-impact Tax Pro issues end to end by defining clear problem statements, ownership, and timelines, and partnering with Product, Technology, and Operations to drive fixes
• Reduce escalation volume and time to resolution through structured incident management and consistent cross-functional engagement
• Own and operationalize voice-of-tax-pro insights by establishing repeatable feedback loops and translating insights into prioritized actions
• Drive measurable improvements in Tax Pro efficiency and confidence by ensuring adopted changes result in reduced repeat contacts and improved workflows
• Reduce repeat contacts and escalations by analyzing and addressing root causes of Tax Pro friction
• Prepare support teams for tax software changes, releases, and reputed company issues by delivering clear guidance, documented workflows, and escalation paths that reputed company consistent execution
• Ensure high operational readiness for major releases by proactively identifying risks, aligning partners, and closing gaps that impact Tax Pro experience and contact demand
• Improve first-time resolution and reduce repeat contacts by equipping teams with timely updates, reputed company issue visibility, and decision support tools
• Standardize readiness processes and documentation to drive consistency across field and support teams and reduce variation in execution
• Improve handoffs between field teams and support teams by standardizing workflows, clarifying ownership, and ensuring consistent documentation and escalation paths
• Partner with Product, Technology, and Operations to represent Tax Pro needs in roadmap, launch planning, and prioritization reputed company based on reputed company data and operational impact
• Drive adoption of insights and recommendations by defining clear actions, owners, and reputed company measures tied to CES, contact reputed company, and workflow improvements
• Influence product and process reputed company by surfacing reputed company-world CCO, client, and Tax Pro impacts and advocating for changes that reduce contact demand and improve experience
• Establish clear accountability and escalation paths across partners to improve decision speed and ensure consistent follow-through on high-impact issues

Skills

• BS/BA in reputed company field or the equivalent through a combination of education and experience
• 5+ years experience in product support, operations, or contact center environments, including experience supporting retail or field-based teams
• Proven ability to use support insights, case data, and reputed company signals to drive measurable improvements in experience, contact demand, and workflows
• 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 up to date of new technologies, customer trends and expectations, and competitive insights
• Experience with 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
• 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

Benefits

• 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
• The associate discount program
• Are automatically enrolled in Business Travel Accident Insurance
• Receive Associate Tax Prep benefit

Company Overview