H&R Block is a leader in tax preparation and financial services, seeking a Senior Product Manager for their DIY team. This role focuses on enhancing the online customer experience in tax filing, ensuring customers feel supported and informed throughout their journey.
Responsibilities:
- Understand customer needs, behaviors, and frustrations throughout the DIY journey, especially where people get confused, hesitate, or lose confidence
- Lead discovery in uncertain problem spaces through customer research, usability testing, data analysis, and experimentation
- Define product direction and making clear prioritization decisions that improve the customer experience
- Own the roadmap and backlog for your area of the DIY experience and keeping it aligned with broader experience and platform goals
- Partner closely with design and engineering to create simple, intuitive flows that scale to millions of users
- Use experiments and iteration to test ideas, reduce risk, and continuously improve the experience
- Take accountability for customer outcomes, not just feature delivery
Requirements:
- Five or more years of product management experience delivering digital products with meaningful customer impact
- Experience working on cross‑functional product teams using modern Agile practices
- A track record of improving end‑to‑end user experiences, not just shipping individual features
- Strong communication skills and the ability to lead productive conversations
- Confidence in making decisions, learning quickly, and adjusting course based on feedback
- Deep care about building great customer experiences and know how to spot friction others may miss
- Comfortability starting with incomplete information and bringing structure to ambiguous problems
- Ability to quickly learn new domains and not be intimidated by complexity or regulation
- Strong product instincts grounded in research, data, and customer empathy
- Ability to collaborate well with designers and engineers and value shared ownership
- Ability to communicate clearly and can articulate why a decision improves customer experience
- Experience in fintech, financial services, or another regulated industry
- Experience running experiments and using data to guide decisions