Note: The job is a remote job and is open to candidates in USA. H&R Block 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 journey 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 frontline signals, aligned to contact rate and experience outcomes
- Lead 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 known issues by delivering clear guidance, documented workflows, and escalation paths that enable 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, known 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 decisions based on frontline data and operational impact
- Drive adoption of insights and recommendations by defining clear actions, owners, and success measures tied to CES, contact rate, and workflow improvements
- Influence product and process decisions by surfacing real-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 related 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 frontline 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 vision 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 H&R Block 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
H&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial. It was founded in 1955, and is headquartered in Kansas City, Missouri, USA, with a workforce of 10001+ employees. Its website is https://www.hrblock.com.