Manager, Client Experience Learning & Enablement

H&R Block•UNAVAILABLE, Missouri

4h•Remote

About The Position

The Manager, Client Experience Learning & Enablement leads the strategy, design, development, implementation, and continuous improvement of performance enablement solutions for frontline tax office associates and field leaders. The role is accountable for delivering high-quality, learner-centered experiences that build confidence and competence and produce measurable business results across the company's largest learner population. The manager partners with business leaders, product teams, operations, technology, and support functions to identify performance needs, translate business priorities into scalable enablement strategies, and improve readiness, proficiency, and operational performance. The role oversees a team of learning and performance professionals and manages a complex ecosystem of stakeholders, technologies, processes, and delivery partners. It balances strategic planning with operational excellence, evolving learning and performance support through innovation, emerging technologies, knowledge management, and data-driven decision-making.

Requirements

Progressive experience in learning and development, performance enablement, organizational effectiveness, or a related discipline, including leadership responsibility for large-scale learning or enablement initiatives.
Demonstrated success leading and developing high-performing teams, including coaching, performance management, talent development, and succession planning.
Experience developing and executing learning, performance support, or enablement strategies that drive measurable business and operational outcomes.
Strong consulting and stakeholder management skills, including the ability to build credibility, influence decisions, and partner effectively with leaders at all organizational levels.
Experience diagnosing performance challenges and identifying solutions beyond traditional training, including workflow support, knowledge management, coaching, communication, and technology-enabled performance support.
Experience managing complex, cross-functional programs involving multiple stakeholders, business functions, systems, and operational dependencies.
Demonstrated business acumen, including experience developing budgets, evaluating investments, building business cases, and managing resources effectively.
Experience using data, performance metrics, learner analytics, and business results to evaluate effectiveness and inform strategic decisions.
Knowledge of adult learning principles, learner experience design, instructional design methodologies, and modern performance enablement practices.
Excellent written, verbal, facilitation, presentation, and change leadership skills.

Nice To Haves

Experience supporting large frontline, retail, field, customer service, or geographically distributed workforces.
Experience leading learning and enablement functions in highly regulated, seasonal, or operationally complex environments.
Experience leveraging AI-enabled learning, digital adoption platforms, knowledge management systems, intelligent search, or other emerging technologies to improve performance and learner outcomes.
Advanced degree in Adult Learning, Organizational Development, Education, Business, Organizational Psychology, Leadership, or a related field.
Relevant certifications in learning strategy, instructional design, project management, change management, human performance improvement, or related disciplines.

Responsibilities

Lead the strategy, design, development, implementation, and continuous improvement of performance enablement solutions for frontline tax office associates and field leaders.
Partner with business leaders, product teams, operations, technology, and support functions to identify performance needs and translate business priorities into scalable enablement strategies.
Deliver enablement solutions that improve readiness, proficiency, and operational performance.
Oversee and develop a team of learning and performance professionals.
Manage stakeholders, technologies, processes, and delivery partners across a complex enablement ecosystem.
Evolve learning and performance support approaches through innovation, emerging technologies, knowledge management, and data-driven decision-making.