Our Company We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block! What you'll do... At H&R Block your contributions will go far beyond any job description. When you join our team, you’ll add to the momentum of a forward-thinking company – one that defined an industry and is now leading its transformation. The Program Manager, Content within the Scalable Support Team champions our clients and Tax Pros, has a deep understanding of their behaviors and needs, and leverages data-driven insights to evolve H&R Block’s servicing experiences, further solidifying them as a key differentiator of our value proposition. As the Program Manager, Content you will report to the Director of Scalable Support and set the scaled support content strategy across H&R Block’s portfolio of products and services that our Tax Pros and clients rely on each and every day. This is a highly visible role blending strategy and execution where you will partner closely with your peers in Customer Care as well as content partners in Product, Technology and Marketing to deliver content experiences that drive value to our clients and H&R Block. Day to day, you’ll... Strategy and Planning - Own the support content strategy and delivery for all digital and service products within an assigned portfolio and ensure alignment with client goals and outcomes - Build a cohesive strategy, prioritizing efforts, and aligning stakeholders. Your remit is expansive covering help centers, chat bots, GenAI tools, in-product help content, IVA logic and much more - Maintain a pulse on user feedback to ensure scalable support content is achieving the desired outcomes and a measurable ROI - Understand and anticipate operational risks and analyze root-causes of process errors, build mitigation strategies and recommend changes in workflows/tools Operations and Insights - Design, build and operate the content lifecycle system for the Customer Care organization - Ensure the timely publication of support content that is not only brand-aligned and legal-approved, but is engaging, educational, and additive to the overall support experience - Be accountable to the efficacy of self-service content - including GenAI content – ensuring that it consistently meets a high standard of quality and drives self-service resolutions - Mine H&R Blocks content assets for insights, including website traffic, help centers, FAQs, chatbots, etc. What you'll bring to the team... - 8+ years of support experience - 8+ years of content creation experience - A BS/BA in related field or the equivalent through a combination of education and experience - 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 abreast of new technologies, customer trends and expectations, and competitive insights - Experience and deep understand of 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 It would be even better if you also had... - 10+ years support experience - Help Center or Chatbot or AI System experience Why work for us Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. Pay Range Information The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. 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. Pay Range $101,200.00 - $161,900.00/Yr. Sponsored Job #LI-SH1 #LI-Remote

O que você fará The Program Manager, Legal Operations-Gerente de Programas, Operações Jurídicas, leads strategic programs that enhance the efficiency, scalability, and understanding of the Legal function. You will guide projects across legal technology, process optimization, AI enablement, and outside counsel management. Partnering with the Senior Director, Legal Operations and Chief of Staff and senior legal leaders, you will translate priorities into relevant, measurable outcomes. You will collaborate with subject matter experts across Legal, including Commercial, Privacy, Litigation, and IP. You will also collaborate with partners in Finance, Procurement, IT, and other business teams. This will be a remote role located in Brazil, and will report to the Senior Director of Legal Operations and Chief of Staff. Only resumes submitted in English will be considered. #LI-Remote Quais serão as suas responsabilidades - You will lead the execution of strategic Legal Operations projects designed to enhance the Legal team's efficiency, scalability, and understanding of broader goals. - In close partnership with IT, you will manage legal technology programs by defining requirements, ensuring solutions provide measurable value, and supporting successful adoption across the team. - You will oversee program governance and reporting, managing timelines, risks, and deliverables while providing transparent, data-driven updates to Legal leadership. - You will work with Finance, IT, Procurement, and business teams to ensure your programs align with company-wide goals. - You will oversee change management efforts by developing communication, training, and engagement strategies that help use AI, new tools, and improved processes. - You will lead and maintain process documentation and help curate and update content within the Legal team's knowledge base O que precisa possuir para ser bem sucedido - 6+ years of program management experience within legal operations or business operations in a SaaS or technology environment - Experience managing programs and driving process improvements across legal or business teams - Experience with legal technology tools, including contract lifecycle management (CLM) systems, e-billing platforms, and legal intake solutions - You can define and report on metrics that reflect program performance and growth - Experience managing multiple partners in a matrixed organization - You have experience with Ironclad or similar contracts management systems - Experience supporting AI-driven projects within legal or operational workflows A Avalara é uma empresa AI-first AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability. - You’ll bring experience using AI and AI-related technologies, ready to thrive here. - You’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. - You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too. Como cuidaremos de você Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. O que você precisa saber sobre Avalara We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world. We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too. We’re An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.

• Leads the program’s daily operations, ensuring readiness, compliance, and mission alignment. • Develops program plans, performance metrics, and operational frameworks to support rapid deployment. • Conducts program reviews, risk assessments, and continuous‑improvement initiatives. • Maintains deployable readiness of contractor personnel, equipment, and logistical assets. • Coordinates company and team mobilization and demobilization activities during emergency activations. • Oversees resource tracking, supply‑chain coordination, and integration with federal response assets such as the Strategic National Stockpile (SNS). • Liaison with federal, state, local, tribal, territorial, and private‑sector partners. • Supports operational planning and information sharing during incidents and exercises. • Represents ERSS and SOSi in working groups, planning sessions, and interagency coordination forums. • Develops and maintains standard operating procedures, policies, and readiness documentation. • Prepares briefings, reports, and decision‑support materials for ASPR leadership. • Ensures program compliance with federal preparedness and response frameworks. • Manages program budgets, procurement actions, and contract deliverables. • Coordinates with SOSi contracting and financial officers to ensure timely and compliant task execution. • Monitors performance and ensures alignment with mission requirements. • Supervises program staff, subcontractors, and vendors, providing mentorship and performance oversight. • Fosters a culture of readiness, accountability, and continuous improvement.

• Build strong partnerships with senior leaders to drive business success and maintain alignment across diverse stakeholder groups • Influence decision-making through clear and compelling communication, insight, and data • Develop and manage comprehensive project plans including scope, goals, deliverables, timelines, financials, and KPIs • Oversee multiple concurrent initiatives, ensuring alignment with organizational strategy and business priorities • Drive day-to-day project execution, ensuring milestones, deliverables, and quality standards are consistently met • Facilitate creation and management of project documentation (charters, business cases, PM plans, SOWs, budget reports, training materials, risk logs) • Build strong, trust-based relationships with stakeholders at all organizational levels • Navigate internal politics with discretion—anticipating sensitivities, mediating conflicts, and aligning competing interests • Translate complex issues into clear, actionable communication easily understood by technical and non-technical audiences • Serve as a strategic advisor to leaders by providing meaningful insights, surfacing risks early, and recommending solutions that balance competing priorities • Foster collaboration across business units, promoting relationships, community building, and knowledge sharing • Identify, evaluate, and mitigate project and program risks; implement contingency plans when needed • Conduct regular project reviews and post-implementation evaluations to identify lessons learned and drive continuous improvement • Publish and present status updates, performance metrics, and portfolio-level summaries to leadership and cross-functional stakeholders • Mentor and support Project Managers, Analysts, and cross-functional team members, fostering professional growth and capability development • Promote effective teamwork, clear roles, and a strong sense of shared accountability within project teams • Lead and support organizational change management efforts to ensure successful adoption of project outcomes • Identify opportunities for collaboration, process improvement, and use of business technology solutions to drive efficiency