[Hiring] Manager, Assisted Experience & Innovations @H&R Block

Role Description

The Manager, Assisted Experience & Innovations leads a unique blend of people leadership and enterprise program management focused on scaling new assisted tax experiences beyond proof-of-concept offices. This role provides direct leadership to an Associate Manager and Project Manager and oversees a specialty team of full-time and seasonal tax professionals who serve as flexible utility players across virtual client support, product and technology feedback, experience testing, and emerging business needs.

• Accountable for translating tested concepts into scalable operating models, implementation plans, workforce approaches, and support structures across two regions, a limited group of franchisees, and a designated test market.
• Drives the program management discipline required to identify risks, dependencies, sequencing, stakeholder alignment, and readiness needs.
• Facilitates cross-functional problem solving and influences decisions in a highly matrixed environment.
• Prepares regular updates, recommendations, and executive-ready materials for Director, VP, and senior leadership audiences.
• Success requires strong leadership judgment, program management rigor, collaboration, facilitation, change leadership, and the ability to turn early learnings into scalable business outcomes.

Qualifications

• Bachelor’s degree in Business, Management, Operations, Finance, Organizational Leadership, Project Management, Analytics, or a related field, or the equivalent through a combination of education and related work experience.
• 10 years of minimum related work experience.
• 7+ years of progressive experience leading complex strategic initiatives, enterprise programs, business transformation, operations, or organizational change.
• Demonstrated accountability for large-scale, cross-functional initiatives with significant organizational impact, multiple stakeholders, and competing priorities.
• Experience leading managers and professional teams, developing talent, allocating resources, and building organizational capability.
• Proven ability to translate enterprise strategy into scalable operating models, implementation roadmaps, workforce solutions, and measurable business outcomes.
• Demonstrated ability to influence senior leaders, facilitate enterprise decisions, and drive alignment across organizational boundaries without direct authority.
• Strong business and financial acumen, including the ability to evaluate operational, workforce, client, associate, resource, and investment implications.
• Experience establishing executive governance, performance measures, risk mitigation plans, and decision-making routines for complex portfolios or programs.
• Advanced analytical, strategic thinking, and problem-solving skills, including the ability to simplify ambiguity and make sound recommendations.
• Advanced written, verbal, presentation, and facilitation skills with the ability to communicate complex information to executive and field audiences.
• Demonstrated success leading change, adoption, and sustainment across multi-location or enterprise environments over multiple business cycles.
• Travel during busy tax season could be up to 50% of the time.

Requirements

• Lead the plan to scale proof-of-concept initiatives into two regions, select franchise locations, and a test market, including sequencing, milestones, risks, dependencies, readiness, and business outcomes across multiple workstreams.
• Lead an Associate Manager and Project Manager while overseeing a specialty team of full-time and seasonal tax professionals who support virtual client service, product feedback, experience testing, and flexible business needs.
• Translate tested concepts into scalable operating models, workforce plans, governance routines, implementation of roadmaps, and support structures that enable sustainable execution in field and enterprise environments.
• Facilitate alignment across Operations, Product, Technology, Finance, Talent Acquisition, Learning & Development, Marketing, Client Support, Franchise, and Field Leadership to resolve barriers and drive decisions.
• Prepare clear updates, recommendations, decision points, and risk mitigation plans for Director, VP, and senior leadership audiences; maintain transparency on progress, outcomes, dependencies, and support needs.
• Capture feedback from tax professionals, clients, field leaders, and cross-functional partners; synthesize learnings and recommend whether solutions should be refined, stopped, or scaled.
• Partner with stakeholders to align communications, training, field enablement, and adoption plans; monitor readiness and adjust support based on results, risks, and stakeholder feedback.
• Evaluate operational, workforce, client, associate, and financial inputs to identify risks, opportunities, tradeoffs, and recommendations that inform scaling decisions.

Preferred Qualifications

• Master’s degree in Business Administration, Organizational Leadership, Operations Management, or a related field.
• Experience leading enterprise transformation, operating model redesign, workforce strategy, organizational effectiveness, or large-scale business change.
• Experience owning innovation portfolios, pilot implementations, proof-of-concept programs, or test-and-learn environments.
• Experience in tax, financial services, retail operations, customer support, or another complex multi-unit service organization.
• Formal project or program management certification, Lean, Agile, Six Sigma, or comparable transformation methodology.
• Experience advising senior leaders and presenting recommendations that influence enterprise priorities, resource decisions, or investment tradeoffs.

Benefits

• Competitive pay and comprehensive benefits.
• Support for life both in and outside of work.
• Participation in one or more incentive compensation or short-term incentive plans.
• Medical and prescription drug coverage for qualifying associates and their eligible dependents.
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan).
• Access to the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program.
• Automatic enrollment in Business Travel Accident Insurance.
• Associate Tax Prep benefit.

Pay Range

The pay range for this position is $101,200 - $161,900/Yr. Local minimum wage laws apply. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.