Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.
Position SummaryTaxWell is seeking a results-driven Senior Product Manager to lead initiatives aimed at enhancing our customer service. This role will focus on working closely with the customer service team to improve our tools and services, as well as on quantifying, triaging, and escalating customer-reported issues. As a key member of our organization, you will play a crucial role in driving customer satisfaction and optimizing our service delivery.
Essential Duties Responsibilities

• Lead and manage customer service improvement initiatives that align with our business objectives, focusing on enhancing service quality, customer satisfaction, and operational efficiency.
• Define and communicate a clear product vision and strategy for customer service improvements, ensuring alignment with overall business goals and objectives.
• Collaborate with cross-functional teams including Customer Service, Engineering, Analytics, and Marketing to prioritize and execute service enhancements and feature developments.
• Drive the end-to-end product lifecycle for customer service initiatives, from ideation and requirements gathering to launch and post-launch optimization.
• Conduct thorough analysis of customer feedback, service performance metrics, and user behavior to identify opportunities for improvement and optimization.
• Implement strategies for quantifying, escalating, and prioritizing customer-reported issues with our product to ensure timely and effective resolution.
• Develop and maintain accurate data collection systems for service metrics to inform decision-making and measure success.
• Implement A/B testing and other experimentation strategies to continuously iterate and improve the customer service experience and drive business results.
• Define success metrics and KPIs to measure the impact of service initiatives on business performance, regularly monitoring and reporting on progress to key stakeholders.
• Foster strong cross-functional partnerships and collaboration to ensure successful execution of customer service initiatives and alignment with business priorities.

Education And Experience

• Bachelor’s degree or equivalent work experience
• Minimum of 5 years of experience in product management, with a track record of managing customer service initiatives and delivering tangible business results.
• Successful history of delivering customer-driven products as a Senior Product Manager
• Demonstrates excellent verbal and written communication skills
• Strong analytical skills, including problem-solving, attention to detail, and clear communication of complex results.
• Strong project management skills with the ability to effectively prioritize and manage multiple initiatives in a fast-paced environment.
• Demonstrated ability to work collaboratively across teams and influence stakeholders at all levels of the organization.
• Proactive mindset with a hands-on approach to getting things done and driving results.
• Passion for delivering exceptional customer experiences and driving business impact through service optimization.
• Knowledge of Agile software development methodologies

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.If you need assistance or accommodation due to a disability, you may contact us at HR@Taxwell.com or by calling 828-349-5703 extension 6049 to speak with a member of the HR Talent Acquisition team.