Program Manager - Wave Support
Our Company:
We 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 and how 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...:
At H&R Block your contributions will go far beyond any job description. When you join our team, you’ll add to the momentum of a forward-thinking company – one that defined an industry and is now leading its transformation. Wave is H&R Block’s accounting platform built for small business owners – offering invoicing, payments, payroll, and bookkeeping in one place. Wave 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, Wave Support champions our small business customers, has a deep understanding of their behaviors and needs, and leverages data-driven insights to evolve Wave’s servicing experiences, further solidifying them as a key differentiator of our value proposition. As the Program Manager, Wave Support, you will report to the Director, Servicing & Strategy and will work across both Wave and H&R Block – 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 Wave small business owners and H&R Block.
Day to day, you’ll...
Strategy and Capability Building
- Own the operational roadmap for Wave Support – identifying where Wave needs to build new capabilities, unlocking and orchestrating where H&R Block’s infrastructure can be leveraged and integrated to fit the needs of Wave.
- Drive alignment of Wave’s support metrics and reporting to H&R Block’s standards – establish consistent definitions, cadences, and dashboards that give Wave & 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 Wave user feedback, drive resolution of complex issues, and provide meaningful insights to Wave product teams to improve the end-to-end user experience.
- Partner cross-functionally with Wave and H&R Block Product, Tech, Marketing, Vendor Ops, and Scalable Support to design and deliver effective 1:1 and 1:many support models.
- Lead 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 Wave’s payments and payroll products where errors carry significant consequences for small business owners.
Operations and Insights
- Set the standard for Wave launch readiness and known issues management - defining the process, own the escalation decision, and serve as the communication owner 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 Wave Advisors to align on high-risk workflows, resolve systemic issues, and enable support and advisory teams to deliver a unified, high-quality customer experience.
- Define and own the performance standards and strategic targets for Wave’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 Wave product with accuracy and transparency.
- Gain leverage 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 related 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 current 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 Wave and H&R Block 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.