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.
Manager, Tech - Contact Center Agent Tools
Location
United States
Posted
30 days ago
Salary
$125.5K - $200.8K / year
Seniority
Lead
No structured requirement data.
Job Description
Manager, Tech - Contact Center Agent Tools
H&R Block
Role Description The Technical Manager is responsible for owning and leading the delivery, stability, and evolution of agent-facing platforms such as Salesforce, ServiceNow, Microsoft Dynamics 365, and related tools and integrations. This role provides hands-on technical leadership and decision authority across platform development, release execution, and operations while directly managing and developing a team of engineers and technical leads. The Technical Manager partners closely with Product and Support leaders to align roadmap priorities to business needs and continuously improve agent productivity and experience. They are accountable for platform health, security, compliance, and vendor performance, while providing clear, data-driven updates and tradeoff recommendations to senior and executive stakeholders. Day to day, you'll... - Act as the technical owner for agent platforms, providing technical leadership with decisioning authority of delivery execution including release planning, deployment readiness, and post-release stability. - Directly manage and develop a team of engineers and technical leads, including performance management, hiring, onboarding, and career development. - Coach team members on technical excellence, platform expertise, and career growth, fostering a culture of accountability, collaboration, and continuous improvement. - Partner with Product on backlog management, prioritization, and roadmap execution, ensuring alignment with business priorities and operational needs. - Partner with Product and Support leaders to improve agent productivity, efficiency, and overall agent experience. - Define platform and program strategy, success metrics, and desired outcomes aligned with business and technology objectives. - Manage vendor relationships, holding partners accountable for scope, quality, timelines, and cost. - Own platform health, reliability, scalability, performance, security, and compliance for agent tools. - Provide regular, transparent updates on progress, risks, and outcomes to senior leadership and executive stakeholders, including recommendations and tradeoff decisions. Qualifications - Experience leading enterprise platform delivery, including release planning, deployment readiness, cross-team coordination, and post-release stability and support. - Proven ability to make, defend, and communicate technical decisions to executive stakeholders, including tradeoffs related to scalability, security, extensibility, cost, and delivery timelines. - Hands-on experience managing engineers or technical leads, including performance management, coaching, career development, hiring, and building high-performing technical teams. - Experience evaluating the business and technical value of platform investments, including cost/benefit analysis, current‑ and future‑state assessments, and delivery tradeoffs that inform roadmap and execution decisions. - Demonstrated experience leading the design, configuration, and evolution of enterprise agent platforms, including case management, workflows, integrations, and agent productivity tooling. - Experience partnering with Product and Operations leaders to translate agent and business needs into platform capabilities that improve efficiency and user experience. - Experience managing technology vendors or system integrators, including scope definition, delivery accountability, cost control, and quality assurance. - Working knowledge of enterprise security, privacy, and compliance requirements, with experience partnering with security and risk teams to ensure platform adherence. - Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience. - 8 years minimum related work experience. Requirements - Experience with contact center technology, specifically agent tools such as Salesforce, ServiceNow, Dynamics 365, and Power Platform. Benefits - 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). - Employee Assistance Program. - (Virtual) fitness center programs. - Associate discount program. - Automatically enrolled in Business Travel Accident Insurance. - Receive Associate Tax Prep benefit. Pay Range The pay range for this position is $125,500.00 - $200,800.00/Yr. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.
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