Program Manager

H&R Block

1d•Remote

About The Position

The Program Manager – Customer Care is the execution engine of the Customer Care Organization (CCO). You are the connective tissue across every function in the CCO positioned to make sure the strategy is executed with rigor, visibility, and accountability. As the Program Manager you will report to the Director, Servicing & Strategy and own and execute the operating rhythms of the organization in service of building high-performing, client-centric teams and experiences. This is not a passive coordination role. The ideal candidate is a highly organized, detail-oriented operator who thrives in complex, fast-moving environments, can hold multiple workstreams simultaneously, and is equally comfortable running a leadership offsite and synthesizing data into a clear, executive narrative.

Requirements

A BS/BA in a related field or an equivalent combination of education and experience
8 years experience with program management, consulting, strategy & operations in a complex, matrixed organization
Demonstrated ability to manage multiple high priority workstreams simultaneously without losing rigor or quality
Experience supporting or partnering closely with Director and VP level leaders
Strong judgment with the ability to operate effectively in ambiguity, drive clear decision-making amid competing priorities and constraints
Comfort with data and analytics – you can pull, interpret, and visualize information to support decisions
High organizational discipline – you build systems, not just to-do lists. You think in frameworks to implement scalable processes
An ownership mindset that is proactive, not reactive; comfortable with unglamorous coordination work while driving highly visible, complex initiatives simultaneously
Exceptional written, oral, and interpersonal communication skills. Strong presentation abilities to effectively communicate with and influence a wide range of audiences at all levels of the organization

Nice To Haves

Experience and familiarity with scaled customer support organizations is a plus

Responsibilities

Own the end-to-end agenda, logistics, structure, and execution of all key internal operating moments — all hands, leadership meetings, team onsite, and quarterly and annual planning cycles.
Establish, document, and continuously improve operating cadences that create predictability, focus, and accountability across the CCO.
Maintain intake processes and recurring review forums (e.g., Monthly Goals Reviews), so they run consistently and deliver real value.
Drive the decision-making process by sequencing priorities, clarifying ownership, and connecting execution back to strategic outcomes.
Serve as the connective tissue across all functions within the CCO — coordinating across teams, flagging misalignments early, and keeping momentum alive on multiple workstreams simultaneously.
Maintain and update long-term strategy roadmaps, planning documents, and associated artifacts so they remain current and accessible.
Track progress against strategic priorities and surface risks, blockers, or misalignments early.
Coordinate the execution of annual and quarterly planning cycles — managing the logistics, templates, stakeholder coordination, and documentation so that the planning process runs smoothly.
Drive cross-functional alignment across the CCO by tracking dependencies, surfacing risks, and proactively resolving execution gaps across CCO initiatives.
Establish and maintain scalable operating mechanisms for headcount planning, career pathing, and leveling in partnership with functional leaders.
Support complex integration efforts for coordinating timelines, decision forums, and communication across teams.