Sr Project Manager, Support Contact

H&R Block

7h

About The Position

As the Senior Project Manager, Support Content, you’ll lead the day‑to‑day execution and continuous improvement of H&R Block’s support content ecosystem. You’ll work directly in the content and the workflows around it—ensuring client‑facing and associate‑facing materials are accurate, consistent, well‑structured, and easy to find. Partnering closely with Customer Care, Product, Technology, Operations, and SMEs, you’ll apply standards and governance in practice, use data to prioritize improvements, and keep the knowledge base current, trustworthy, and effective at scale.

Requirements

• Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
• 5+ years of experience creating, editing, managing, or governing support content such as help center articles, knowledge base materials, client‑facing documentation, or internal support content
• Demonstrated expertise in hands‑on editing for clarity, accuracy, consistency, and plain‑language standards, including coaching authors and upholding high content quality
• Practical experience managing content lifecycle workflows, including intake, drafting, SME review, approvals, publishing, maintenance, and archival processes
• Strong command of content governance practices, including style guides, voice and tone standards, metadata, and structured content rules
• Experience with information architecture and taxonomy, including categorization, tagging, naming conventions, and navigation models in support or self‑service environments
• Ability to use content performance data (e.g., search success, case deflection, engagement, content health) to identify gaps, prioritize updates, and measure improvement
• Experience working cross‑functionally with content authors, SMEs, customer support teams, product, technology, and operations partners in a content‑driven environment

Nice To Haves

• Experience participating in or supporting content governance councils, editorial boards, or quality review programs across multiple teams
• Background in developing or maintaining taxonomy, schema, or structured content models for large‑scale help centers or internal knowledge bases
• Familiarity with AI‑assisted content tools, semantic search, or retrieval‑augmented knowledge systems used in modern support environments
• Experience implementing or improving content operations frameworks, such as workflow automation, content SLAs, audit cycles, or version control
• Tax, financial services, or regulated‑industry experience, or familiarity working with compliance‑driven content

Responsibilities

• Manage the end‑to‑end support content lifecycle—from intake and drafting through editing, publishing, maintenance, and retirement.
• Review and improve content for accuracy, clarity, consistency, and adherence to editorial standards.
• Maintain and evolve taxonomy, metadata, and information architecture to improve organization, search, and findability.
• Apply governance routines (audits, SLAs, freshness checks) to keep content current, compliant, and reliable.
• Partner with Customer Care, Product, Technology, Operations, and SMEs to resolve content issues, close gaps, and align priorities.
• Analyze content performance, search data, and user feedback to identify opportunities and sequence updates.
• Streamline daily workflows and templates to reduce rework and accelerate high‑quality publishing.

Benefits

• Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.
• 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, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level