H&R Block

Product Manager

• Lead, develop, and inspire a high-performing team of Product Insights ICs aligned to key product portfolios
• Set the strategy and lead the evolution of the Product Insights function
• Transform customer feedback, support interactions, operational data, and sentiment signals into prioritized recommendations
• Own the Product Insights opportunity portfolio across Customer Care
• Make prioritization and resource trade-offs based on customer impact, support demand, business value, strategic alignment, and expected outcomes
• Establish repeatable mechanisms for surfacing customer issues, emerging trends, and product opportunities to Product leaders
• Design, implement, and govern weekly insights reviews, monthly product performance reviews, quarterly product planning inputs, and executive product insights reviews
• Own the intake, prioritization, and tracking process for customer-driven product insights and known issues
• Shape customer and support impact strategy for significant launches and product changes
• Serve as a strategic advisor to Product Directors, Group Product Managers, and Customer Care leadership
• Lead Product Insights participation in quarterly and annual planning processes
• Define and manage the Product Insights performance framework
• Identify systemic customer support challenges spanning individual product areas and build enterprise-level recommendations
• Align Product, Customer Care, Data Science & Analytics, and Operational leaders around high-value customer opportunities

Manager, Product Insights

Customer Support

• Provide advanced client support via phone, email, or chat for external clients needing assistance with DIY online and software tax products
• Interpret client needs, utilize software solutions, and apply troubleshooting skills to identify practical solutions
• Use software solutions, knowledge base, and computer systems to resolve and track user incidents
• Identify potential security issues and escalate them appropriately to business partners
• Partner with developers and other lines of business
• Communicate clearly and calmly with clients who may be under stress
• Use oral, written, and interpersonal communication skills to interact with all levels of associates

Customer Service – Seasonal

Agent

• Deliver cross-functional support across DIY, Assisted, and Retail lines of business through phone, chat, email, and social channels
• Apply broad product and service knowledge to minimize transfers and ensure seamless client experiences
• Independently manage and resolve moderately complex and Tier-2 escalations, including complaints and product defects
• Identify patterns and root causes and coordinate with support teams as needed
• Communicate proactively with clients throughout the case lifecycle
• Provide status updates, complete follow-ups, and ensure timely case closure
• Use knowledge bases and internal systems to research, resolve, and accurately document client issues
• Apply retention strategies to strengthen relationships, reduce churn, and promote loyalty
• Conduct outbound satisfaction checks, follow-ups, and targeted retention or engagement campaigns
• Participate in training, mentor new associates, contribute to process improvements, and provide feedback on knowledge base content and cross-functional workflows
• Adhere to performance, quality, and compliance standards while using contact-center systems, tools, and documentation protocols

Universal Agent

Graphics Designer

• Create motion graphics, animated advertisements, and video assets across paid social, display, video, connected TV, and other performance marketing channels
• Develop conversion-focused creative supporting acquisition, engagement, and revenue objectives
• Partner with Performance Marketing teams to translate campaign strategies into motion concepts
• Design creative variations supporting A/B testing and optimization initiatives
• Apply campaign insights, audience data, and performance metrics to inform creative decisions and improve asset effectiveness
• Collaborate with designers, copywriters, marketers, and analysts throughout campaign development
• Ensure creative assets align with brand standards and channel-specific advertising specifications
• Support experimentation through rapid creative iteration and performance-driven design thinking
• Manage multiple projects while maintaining quality and execution
• Stay current on digital advertising trends, platform innovations, and emerging motion design techniques

Motion Graphics Designer

• Interpret, analyze, and formulate solutions to highly complex tax situations
• Research complex tax issues and communicate findings
• Apply tax research principles, procedures, and techniques
• Explain personal, corporate, partnership, fiduciary, estate, gift, and international taxation matters
• Solve problems systematically by analyzing and evaluating alternative solutions
• Handle multiple tasks and projects simultaneously
• Work in a standard office environment
• Travel less than 10% of the time

Claims Tax Analyst

• Take a consultative approach to understand clients’ financial goals, identify potential tax savings, plan for the future, and inform clients about relevant H&R Block products and services
• Establish rapport and trust with clients through empathy, active listening, and commitment to their financial well-being
• Conduct tax interviews for retail and DIY online clients using video, phone, chat, and email
• Review and complete accurate individual and small-business tax returns in compliance with IRS regulations and H&R Block standards
• Analyze IRS transcripts to identify missed prior-year filings or amendment opportunities
• Provide ethical, credible tax advice
• Handle sensitive information confidentially and with integrity
• Stay current with tax laws, tools, and technology through ongoing training
• Use H&R Block digital tools and platforms to streamline tax preparation and enhance client experience
• Share knowledge, support peers, and collaborate with staff to foster a positive team environment and achieve office goals
• Perform other duties as assigned

Virtual Tax Professional

Account Manager

• Serve as the lead point of contact for all assigned bookkeeping and payroll clients
• Oversee the entire client acquisition process from client referral to platform onboarding
• Ensure a great client experience and support clients throughout the acquisition process
• Conduct outreach and follow up with client referrals to maximize conversion to service
• Negotiate contracts and close agreements to meet client needs and growth targets
• Assist with client onboarding onto platforms and virtual tools
• Develop and maintain trusting, long-lasting advisor relationships with clients
• Communicate bookkeeping and/or payroll results on behalf of clients with tax professionals preparing small business tax returns
• Proactively leverage available resources and ask for help when needed
• Maintain a sizable book of business with strong client retention and revenue per client
• Liaise between small business clients and functional internal teams
• Identify new business opportunities among existing clients

Small Business Account Manager

Accounting Manager

• Process and record financial transactions using double-entry bookkeeping principles
• Perform bookkeeping functions including data entry, account maintenance, and transaction categorization
• Complete bank and account reconciliations
• Process payroll and provide payroll-related support for small business clients
• Prepare balance sheets, income statements, and cash flow statements
• Generate monthly and quarterly financial reports
• Assist Tax Advisors with tax return data entry and uploading returns through the Block Advisors Fulfillment Network
• Identify, research, and address accounting discrepancies or irregularities
• Partner with Account Managers and Tax Advisors on bookkeeping, payroll, and tax-related client needs
• Communicate with clients, vendors, suppliers, banking contacts, and internal business partners
• Support sales tax filing and other compliance-related bookkeeping activities
• Build client relationships, increase retention, and identify referral and additional-service opportunities
• Maintain accuracy, confidentiality, and attention to detail
• Stay current on bookkeeping practices, payroll regulations, and Block Advisors tools and processes
• Collaborate with team members to deliver a seamless client experience and support business growth initiatives

Accounting Specialist

QA Engineer

• Perform end-to-end quality assurance reviews for CRM campaigns, including email, customer journeys, triggered communications, and promotional campaigns
• Validate campaign builds within Salesforce Marketing Cloud (SFMC), Adobe Journey Optimizer (AJO), and related marketing technology platforms
• Review email content, layouts, links, personalization, dynamic content, targeting requirements, and customer experiences
• Partner with CRM Operations to ensure campaign requirements align with approved business specifications
• Collaborate with Email Design Leads to validate design fidelity across templates, modules, devices, browsers, and email clients
• Work with Copywriting to ensure content is accurate, approved, grammatically correct, properly formatted, and brand-compliant
• Validate audience targeting and campaign requirements with Data Management teams
• Execute testing of customer journeys, triggered communications, decision logic, and deployment workflows
• Verify tracking parameters, reporting requirements, suppression logic, and campaign configurations before launch
• Identify, document, prioritize, and communicate defects, risks, and quality concerns
• Support user acceptance testing (UAT) and production readiness reviews
• Maintain QA documentation, testing procedures, defect logs, and quality standards
• Participate in campaign launch reviews and post-launch validation activities
• Collaborate with GTM, Technology, and Analytics teams to resolve production issues and improve quality processes
• Identify opportunities to improve testing efficiency, quality controls, and campaign execution processes
• Stay current on CRM platform functionality, email marketing best practices, and QA methodologies

Senior QA Analyst – CRM

• Create motion graphics, animation, and video content for organic social media and owned digital channels
• Develop engaging visual storytelling supporting brand awareness, audience engagement, and customer education objectives
• Partner with social media, content, and creative teams to bring marketing campaigns and initiatives to life through motion
• Design motion assets for Instagram, TikTok, YouTube, Facebook, LinkedIn, and emerging channels
• Translate brand messaging, campaign objectives, and creative concepts into compelling motion experiences
• Ensure creative assets align with brand standards and platform-specific best practices
• Contribute ideas and concepts based on cultural trends, platform innovations, and audience behaviors
• Collaborate with designers, writers, videographers, and marketing stakeholders throughout the creative process
• Maintain high-quality production standards while managing multiple projects and competing deadlines
• Stay current on social-first content trends, animation techniques, and digital storytelling innovations

Product Designer

• Lead the creative strategy, design vision, and execution across brand, organic, and paid media marketing channels
• Manage and develop a team of designers through coaching, performance management, mentorship, and career development
• Partner with Performance Marketing and GTM leaders to create high-performing creative supporting acquisition, conversion, retention, and revenue goals
• Oversee creative assets across paid social, display, video, search companion creative, email, and other digital marketing channels
• Establish and maintain creative standards, workflows, and best practices
• Champion testing and optimization programs using customer insights, analytics, and performance data
• Collaborate with Content Strategy, Brand, Analytics, Customer Experience, and Marketing stakeholders
• Ensure creative assets align with brand guidelines and channel-specific performance objectives
• Monitor industry trends, platform innovations, and emerging creative best practices

Senior Creative Design Manager

• Apply accounting principles and tax expertise to analyze financial information
• Prepare tax statements, financial statements, and BAS statements at required intervals
• Create and return statements and documents to clients by set deadlines
• Prepare business income tax returns and statements for audits
• Manage tax administration responsibilities for assigned accounts, including tax code research, tax return preparation, and tax planning
• Identify opportunities to minimize tax liability through deductions and credits
• Engage regularly with clients and maintain strong relationships
• Stay current with federal and state tax laws, regulatory and compliance requirements, and tax planning techniques
• Research the financial landscape and market trends
• Assist with month-end, quarter-end, and year-end account analysis for assigned lines of business
• Validate the accuracy of subsystem data and interfaced data
• Process subsystem or subsidiary interfaces
• Follow up on and resolve identified issues
• Provide guidance and assistance to Associate Tax Strategists
• Support audits, ensure compliance, and drive continuous improvement initiatives

Tax Strategist

Machine Learning Engineer

• Design, build, and deploy machine learning models, including generative AI models, to address complex business problems
• Preprocess, clean, and analyze structured and unstructured data for ML pipelines
• Tune and optimize models for accuracy, efficiency, and scalability in production environments
• Collaborate with MLOps Engineers to support deployment, monitoring, and maintenance of ML models
• Stay informed about advancements in machine learning, deep learning, and generative AI technologies and apply them where appropriate
• Share knowledge, participate in code reviews, and support team initiatives
• Work closely with Machine Learning Engineers, MLOps Engineers, and cross-functional teams to deliver scalable AI solutions

Product Operations

• Partner with Product Operations leadership and Product, Design, and Engineering teams to drive operating model improvements, transformation initiatives, and adoption of new ways of working
• Translate strategic priorities into actionable plans, coordinating cross-functional initiatives from planning through execution
• Operationalize and continuously improve product practices, tools, processes, and operating rhythms through documentation, feedback, and measurement
• Lead change and adoption efforts by developing communications, training, enablement resources, and success measures
• Coordinate initiatives across stakeholders, managing timelines, dependencies, risks, decisions, and follow-up actions
• Use Lean, Agile, and DevOps principles to identify improvement opportunities and help teams work more effectively and deliver value faster
• Design and deliver enablement programs, including onboarding, training, workshops, playbooks, templates, office hours, and communities of practice
• Develop reporting, dashboards, and decision-ready materials tracking objectives, progress, outcomes, dependencies, risks, and key business metrics
• Support continuous discovery, analytics, experimentation, and AI enablement by driving adoption of approved practices, standards, tools, and governance requirements
• Facilitate cross-functional collaboration through working sessions, ownership clarification, decision documentation, and implementation support across product teams

Product Operations Lead

Full-stack Engineer

• Provide technical expertise to design current and future architectural software components and products supporting H&R Block business applications
• Use current tools, technologies, programming languages, coding standards and best practices to develop new product features
• Drive planning, design and implementation of strategic product direction
• Design and maintain documentation for complex software components
• Drive internal system architecture decisions and lead discussions on architectural changes
• Develop optimal solutions for complex changes
• Translate high-level concepts into detailed architectural approaches
• Lead product design features supporting scalability, usability and performance
• Interpret complex business and functional requirements and direct technical specifications and product requirements
• Establish and enforce coding and development best practices within the team
• Design and develop reusable code components
• Maintain and improve knowledge of relevant technologies, algorithms, languages, design methodologies, third-party tools, platforms, hardware compatibility and operating systems
• Mentor and coach team members on technological advances and competing technologies

Manager, Product Insights

Customer Service – Seasonal

Universal Agent

Motion Graphics Designer

Claims Tax Analyst

Virtual Tax Professional

Small Business Account Manager

Accounting Specialist

Senior QA Analyst – CRM

Motion Graphics Designer

Senior Creative Design Manager

Tax Strategist

Machine Learning Engineer

Product Operations Lead

Principal Software Engineer