Manager, Client Experience Learning – Enablement

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

📋 Description

• Lead the strategy, design, development, implementation, and ongoing enhancement of performance enablement solutions for frontline tax office associates and field leaders.

• Ensure the delivery of high-quality, learner-centered experiences that foster confidence, competence, and measurable business outcomes.

• Collaborate with business leaders, product teams, operations, technology, and support functions to pinpoint performance needs.

• Convert business priorities into scalable enablement strategies and provide solutions that enhance readiness, proficiency, and operational performance.

• Supervise a team of learning and performance professionals.

• Manage a complex network of stakeholders, technologies, processes, and delivery partners.

• Balance strategic thought with operational excellence.

• Advance learning and performance support through innovation, emerging technologies, knowledge management, and data-driven decision-making.

⛳️ Requirements

• Progressive experience in learning and development, performance enablement, organizational effectiveness, or a related field, including leadership responsibilities for large-scale learning or enablement initiatives.

• Proven success in leading and developing high-performing teams, encompassing coaching, performance management, talent development, and succession planning.

• Experience in formulating and executing learning, performance support, or enablement strategies that yield measurable business and operational results.

• Strong consulting and stakeholder management abilities.

• Experience in diagnosing performance challenges and identifying solutions beyond conventional training, including workflow support, knowledge management, coaching, communication, and technology-enabled performance support.

• Experience managing intricate, cross-functional programs involving multiple stakeholders, business functions, systems, and operational dependencies.

• Demonstrated business acumen, including budget development, investment evaluation, business case construction, and resource management.

• Experience utilizing data, performance metrics, learner analytics, and business results to assess effectiveness and guide strategic decisions.

• Knowledge of adult learning principles, learner experience design, instructional design methodologies, and contemporary performance enablement practices.

• Excellent written, verbal, facilitation, presentation, and change leadership skills.

• Preferred: experience supporting large frontline, retail, field, customer service, or geographically distributed workforces.

• Preferred: experience leading learning and enablement functions in highly regulated, seasonal, or operationally complex environments.

• Preferred: experience leveraging AI-enabled learning, digital adoption platforms, knowledge management systems, intelligent search, or other emerging technologies.

• Preferred: advanced degree in Adult Learning, Organizational Development, Education, Business, Organizational Psychology, Leadership, or a related field.

• Preferred: relevant certifications in learning strategy, instructional design, project management, change management, human performance improvement, or related disciplines.

🏝️ Benefits

• Competitive pay.

• 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.

• Potential participation in incentive compensation or short-term incentive plans.