Manager, Assisted Experience – Innovations

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Spearhead the strategy to expand proof-of-concept initiatives into two regions, chosen franchise locations, and a test market.

• Supervise an Associate Manager and Project Manager.

• Manage a specialized team of full-time and seasonal tax professionals dedicated to virtual client service, product feedback, experience testing, and adaptable business requirements.

• Convert tested concepts into scalable operating models, workforce plans, governance routines, implementation roadmaps, and support frameworks.

• Ensure alignment among Operations, Product, Technology, Finance, Talent Acquisition, Learning & Development, Marketing, Client Support, Franchise, and Field Leadership.

• Prepare updates, recommendations, decision-making points, and risk mitigation strategies for the Director, VP, and senior leadership audiences.

• Gather and synthesize feedback from tax professionals, clients, field leaders, and cross-functional collaborators.

• Advise on whether solutions should be refined, discontinued, or expanded.

• Align communications, training, field enablement, and adoption strategies.

• Monitor readiness and adjust support based on outcomes, risks, and stakeholder feedback.

• Assess operational, workforce, client, associate, and financial inputs to pinpoint risks, opportunities, trade-offs, and scaling recommendations.

⛳️ Requirements

• Bachelor’s degree in Business, Management, Operations, Finance, Organizational Leadership, Project Management, Analytics, or a related field, or equivalent experience through a combination of education and relevant work history.

• At least 10 years of pertinent work experience.

• Over 7 years of progressive experience in leading intricate strategic initiatives, enterprise programs, business transformation, operations, or organizational change.

• Responsibility for large-scale, cross-functional initiatives with considerable organizational impact, multiple stakeholders, and competing priorities.

• Proven experience in leading managers and professional teams, developing talent, allocating resources, and enhancing organizational capabilities.

• Capacity to translate enterprise strategy into scalable operating models, implementation roadmaps, workforce solutions, and measurable business results.

• Ability to influence senior leaders, facilitate enterprise decisions, and foster alignment across organizational boundaries without direct authority.

• Strong business and financial acumen.

• Experience in establishing executive governance, performance metrics, risk mitigation plans, and decision-making processes for complex portfolios or programs.

• Advanced analytical, strategic thinking, and problem-solving skills.

• Exceptional written, verbal, presentation, and facilitation skills.

• Proven success in driving change, adoption, and sustainment across multi-location or enterprise environments over multiple business cycles.

• Willingness to travel up to 50% during peak tax season.

🏝️ Benefits

• Competitive salary.

• Medical and prescription drug coverage for qualifying associates and eligible dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Prep benefit.

• Continuous learning opportunities.

• Support for life both inside and outside of work.