Product Support Manager - Tax Pro Experience

H&R Block•UNAVAILABLE, Missouri

2d•Remote

About The Position

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. The Product Support & Insights Team advocates for our clients and Tax Professionals, possesses comprehensive knowledge of their behaviors and requirements, and utilizes data-driven insights to enhance H&R Block’s service experiences. This approach reinforces our servicing capabilities as a vital component of our value proposition. As the Product Support Manager, Tax Pro Experience, you will champion the Tax Pro user journey across Assisted products and tools. This role ensures Tax Pros can efficiently serve clients through intuitive workflows, operational readiness, and proactive advocacy. This role is the voice of the Tax Pro and focuses on reducing friction in the tools and experiences Tax Pros rely on every day.

Requirements

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

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.