Product Support Manager - Tax Pro Experience

H&R Block is a leader in tax preparation and financial services, seeking a Product Support Manager for the Tax Pro Experience. This role focuses on enhancing the user journey for Tax Professionals by improving workflows, operational readiness, and advocating for their needs.

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

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