• Own the end-to-end buyer journey from basket through to successful order placement across multiple brands and markets, ensuring checkout is fast, trusted, resilient, and commercially effective across 21 markets. • Define and own the product vision and roadmap for basket, checkout, account creation, payment methods, APMs, wallets, payment performance, and payment localisation across multiple brands and markets, aligned to company strategy and business Goals. • Translate buyer friction, payment data, market performance, payment method gaps, APM suitability, operational needs, risk considerations, local payment preferences, language and currency needs, and commercial priorities into clear problem statements, user stories, and measurable outcomes. • Continuously prioritise and refine the backlog based on conversion impact, payment success, APM coverage, customer trust, operational efficiency, brand priorities, local market needs, and business value. • Work closely with engineering, QA, design, data, risk, finance, international, customer service, payment partners, acquiring partners, and PSPs to deliver high-quality checkout and payment experiences across brands and markets. • Lead sprint planning, reviews, and backlog refinement to maintain clarity, alignment, and focus for your squad. • Balance delivery speed with long-term scalability, technical health, payment reliability, APM scalability, compliance requirements, currency and language localisation, brand consistency, and operational efficiency.

• Defining and driving the product roadmap, development and continual launching of Bullhorn’s AI-powered products and capabilities. • Understanding staffing and recruiting workflow challenges into AI-powered product opportunities. • Developing, publishing, and maintaining a living roadmap for AI products and capabilities. • Continuously prioritizing based on customer input, market needs, stakeholder feedback, product performance, and the rapidly evolving AI landscape. • Partnering closely with customers to understand how recruiters, sales teams, operations teams, and managers actually work, translating those insights into products that fit real-world staffing workflows. • Leading cross-functional launch activities, ensuring Marketing, Sales, Support, and Professional Services are prepared and aligned. • Synthesizing product health indicators to drive ongoing roadmap decisions and product investments.

Role Description 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 Product Support & Insights Team advocates for our clients and Tax Professionals, possesses comprehensive knowledge of their behaviors and requirements, and utilizes data-driven insights to enhance H&R Block’s service experiences. This approach reinforces our servicing capabilities as a vital component of our value proposition. As the Product Support Manager, Tax Pro Experience, you will champion the Tax Pro user journey across Assisted products and tools. This role ensures Tax Pros can efficiently serve clients through intuitive workflows, operational readiness, and proactive advocacy. This role is the voice of the Tax Pro and focuses on reducing friction in the tools and experiences Tax Pros rely on every day. Qualifications - 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. - 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 Requirements - 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. Benefits - Competitive compensation and benefits to support your health and well-being. - Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage. - 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.

• Own and articulate the multi-year product vision, strategy, and portfolio roadmap, aligning investments to company objectives, revenue targets, customer outcomes, and emerging market opportunities. • Identify and incubate new market opportunities, adjacent offerings, and AI-enabled capabilities that expand total addressable market and create durable competitive advantage. • Build, prioritize, and continuously refine a scalable roadmap informed by customer discovery, Voice of Customer insights, product analytics, revenue performance, and technical feasibility. • Lead the end-to-end product lifecycle from discovery and business case development through delivery, launch, adoption, optimization, and retirement decisions. • Translate complex customer, regulatory, and business requirements into clear product requirements, user stories, acceptance criteria, and prioritized backlogs. • Partner with Engineering and Design to deliver secure, scalable, extensible solutions while making informed trade-offs across features, AI innovation, integrations, performance, and technical investments. • Drive product-to-product integrations, partnerships, and platform capabilities that increase cross-sell, upsell, retention, and overall portfolio value. • Ensure products meet applicable security, accessibility, data privacy, and regulatory standards required for local government clients. • Own product revenue performance in partnership with Sales and Finance, contributing to pricing strategy, packaging, forecasting inputs, and pipeline acceleration efforts. • Lead go-to-market strategy and execution in partnership with Product Marketing, Sales, and Customer Success, including positioning, enablement, launch planning, and post-launch performance optimization. • Serve as a trusted product authority in customer engagements, executive briefings, marketing events, and sales cycles, providing expert guidance on product capabilities, roadmap direction, integrations, and AI strategy. • Define and track key performance indicators including adoption, engagement, retention, ARR growth, margin impact, and customer satisfaction, using insights to drive continuous improvement. • Jump into underperforming or strategically critical products to assess gaps, clarify strategy, realign roadmaps, and accelerate measurable outcomes. • Pioneer AI-powered solutions that solve high-value customer problems and can be leveraged across the broader product portfolio. • Mentor and coach other product managers, modeling strong discovery practices, data-driven prioritization, and executive-level communication. • Contribute to and elevate product management standards, processes, tooling, and operating models across the organization. • Communicate product strategy, risks, performance, and outcomes clearly and regularly to executive leadership and cross-functional stakeholders. • Other duties as assigned by leadership.