[Remote] Product Support Manager - Tax Pro Experience

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesIdentify 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 outcomesLead 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 fixesReduce escalation volume and time to resolution through structured incident management and consistent cross-functional engagementOwn and operationalize voice-of-tax-pro insights by establishing repeatable feedback loops and translating insights into prioritized actionsDrive measurable improvements in Tax Pro efficiency and confidence by ensuring adopted changes result in reduced repeat contacts and improved workflowsReduce repeat contacts and escalations by analyzing and addressing root causes of Tax Pro frictionPrepare support teams for tax software changes, releases, and known issues by delivering clear guidance, documented workflows, and escalation paths that enable consistent executionEnsure high operational readiness for major releases by proactively identifying risks, aligning partners, and closing gaps that impact Tax Pro experience and contact demandImprove first-time resolution and reduce repeat contacts by equipping teams with timely updates, known issue visibility, and decision support toolsStandardize readiness processes and documentation to drive consistency across field and support teams and reduce variation in executionImprove handoffs between field teams and support teams by standardizing workflows, clarifying ownership, and ensuring consistent documentation and escalation pathsPartner with Product, Technology, and Operations to represent Tax Pro needs in roadmap, launch planning, and prioritization decisions based on frontline data and operational impactDrive adoption of insights and recommendations by defining clear actions, owners, and success measures tied to CES, contact rate, and workflow improvementsInfluence product and process decisions by surfacing real-world CCO, client, and Tax Pro impacts and advocating for changes that reduce contact demand and improve experienceEstablish clear accountability and escalation paths across partners to improve decision speed and ensure consistent follow-through on high-impact issuesSkillsBS/BA in related field or the equivalent through a combination of education and experience5+ years experience in product support, operations, or contact center environments, including experience supporting retail or field-based teamsProven ability to use support insights, case data, and frontline signals to drive measurable improvements in experience, contact demand, and workflowsDeep 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 channelsIndustry thought leadership as you stay up to date of new technologies, customer trends and expectations, and competitive insightsExperience with contact center technologies, processes, and measures along with how they drive client experienceExceptional communication and collaboration skills, along with a comfort working and leading in a cross-functional environmentCreative and inspiring leadership skills that support learning with a bias for action and accountability while building and maintaining strong relationshipsThe ability to think strategically and tactically with a persistent problem-solving mentalityBenefitsQualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverageCan participate in the H&R Block Retirement Savings Plan (401(k) Plan)The Employee Assistance Program(virtual) fitness center programsThe associate discount programAre automatically enrolled in Business Travel Accident InsuranceReceive Associate Tax Prep benefitCompany OverviewH&R Block is a tax solutions provider that offers tax returns, filings, and advisory services for individuals and businesses. It is a sub-organization of Ameriprise Financial. It was founded in 1955, and is headquartered in Kansas City, Missouri, USA, with a workforce of 10001+ employees. Its website is https://www.hrblock.com.