What are the responsibilities and job description for the Lead Product Manager position at H&R Block?
There are lots of ways to build a better world - our tool is finances, and our platform is Spruce.
We invite you to be a part of a team working on fair and friendly financial options for everyone. Spruce was designed and built by H&R Block and launched in early 2022. It has grown to more than half a million clients and more than $1B in deposits. With Spruce, people can get better with their money, including spending and saving accounts, cash back on spending, and more. We help our customers make their money go further so they can too.
As part of the team supporting Spruce, you will be able to develop your skills, build your career, and make a measurable impact along the way. Our dynamic team uses finances as a tool to help and inspire. Join us!
We’re seeking a driven, action-oriented self-starter to join our team as a Lead Product Manager to help us drive the development of our customer engagement strategy and lead the implementation utilizing our in-app messaging platforms for Spruce.
In this role, you will actively engage & partner with cross functional teams to drive the development and execution of the strategic and tactical customer engagement plan for our mobile banking application, Spruce. You will be responsible for maintaining and developing in-app messaging supporting the customer engagement strategy including utilizing our in-app platforms. You will collaborate closely with product managers, marketing teams, and other stakeholders to both develop and implement our strategy. You will ensure that all engagement activities work together with features and customer experiences to enable a top-notch customer experience and drive business results. This role will report to the Director, GTM, Engagement, and Data and provide exposure to a range of business and functional leaders.
Day to day, you'll..
Drive the development of a cross functional engagement strategy including defining key components such as the vision, roadmap, development needs, setting collaborative coordination meetings, launch activities, lifecycle management and performance evaluation.
Develop and Implement servicing, transactional and promotional messaging utilizing our low code in app engagement tools and develop and implement servicing emails utilizing our shared email tooling.
Coordinate with Spruce development squads as features are built to release new in-app messages, coordinating with marketing to support engagement campaigns, and supporting operations in customer centric incidence response messaging.
Act as the customer’s voice within the engagement implementation process; provide customer insight and prioritize with them in mind. Helping to shape customer centric messaging that could be used for any of our financial products.
Maintain strong understanding of the industry for consumer financial services applications through desk research and participation in industry conferences, webinars and other sources.
Regularly analyze and report on performance of messaging deployed and campaigns implemented.
Collaborate with a wide variety of stakeholders, including operational leaders, marketing teams, legal and compliance teams, customer service, and external partners, by actively seeking participation and feedback supporting engagement initiatives.
Continually discover engagement improvement ideas from internal sources, industry best practices, and customer feedback. Internally advocating for tools and building the processes needed to succeed.
Work on multiple projects at once, sometimes as an individual contributor and sometimes leading cross-functional teams.
