Manager, Assisted Experience & Innovations

About the Role

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.

The Manager is 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. In partnership with the Project Manager, this role drives the program management discipline required to identify risks, dependencies, sequencing, stakeholder alignment, and readiness needs.

Working closely across Operations, Product, Technology, Finance, Talent Acquisition, Learning & Development, Marketing, Client Support, Franchise, and Field Leadership, the Manager facilitates cross-functional problem solving and influences decisions in a highly matrixed environment. The work is highly visible and requires 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.

Required Qualifications

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

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

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
• Why work for us
• At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.
• That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

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 - $161,900/Yr.

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Responsibilities

• 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.
• The Manager is 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. In partnership with the Project Manager, this role drives the program management discipline required to identify risks, dependencies, sequencing, stakeholder alignment, and readiness needs.
• Working closely across Operations, Product, Technology, Finance, Talent Acquisition, Learning & Development, Marketing, Client Support, Franchise, and Field Leadership, the Manager facilitates cross-functional problem solving and influences decisions in a highly matrixed environment. The work is highly visible and requires 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

• 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