Manager, Product Insights

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

📋 Description

• Lead, develop, and motivate a high-performing team of Product Insights Individual Contributors aligned with key product portfolios.

• Establish the strategy and guide the advancement of the Product Insights function.

• Convert customer feedback, support interactions, operational data, and sentiment signals into prioritized recommendations.

• Own the Product Insights opportunity portfolio within Customer Care.

• Make prioritization and resource trade-offs based on customer impact, support demand, business value, strategic alignment, and anticipated outcomes.

• Create repeatable mechanisms for highlighting customer issues, emerging trends, and product opportunities to Product leaders.

• Design, implement, and oversee weekly insights reviews, monthly product performance assessments, quarterly product planning contributions, and executive product insights reviews.

• Manage the intake, prioritization, and tracking process for customer-driven product insights and known issues.

• Shape customer and support impact strategies for significant launches and product modifications.

• Act as a strategic advisor to Product Directors, Group Product Managers, and Customer Care leadership.

• Direct Product Insights involvement in quarterly and annual planning activities.

• Define and oversee the Product Insights performance framework.

• Identify systemic customer support challenges across individual product areas and formulate enterprise-level recommendations.

• Align Product, Customer Care, Data Science & Analytics, and Operational leaders around high-value customer opportunities.

⛳️ Requirements

• A BS/BA in a relevant field or a comparable combination of education and experience.

• Over 8 years of experience in customer support, product management, product operations, and/or strategy roles.

• At least 3 years of experience in leading and developing teams.

• Outstanding analytical skills.

• Ability to recognize patterns, synthesize complex customer and operational data, and convert findings into actionable recommendations.

• Strong customer advocacy perspective.

• Proven success in managing complex product portfolios, prioritizing competing opportunities, and making resource allocation decisions.

• Solid understanding of product strategy, roadmap planning, prioritization frameworks, customer discovery, and outcome measurement.

• Excellent judgment and ownership mindset.

• Capability to navigate ambiguity, balance competing priorities, and achieve outcomes through influence, collaboration, and execution.

• Experience in building or scaling Voice of the Customer programs.

• Experience in defining feedback inputs, establishing stakeholder cadences, and demonstrating measurable business or product impact.

• Proven ability to influence stakeholders at the Director and VP levels through evidence, credibility, and relationship-building.

• Exceptional written, oral, and interpersonal communication abilities.

• Strong presentation skills.

🏝️ Benefits

• Medical and prescription drug coverage for 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.

• Competitive salary.

• Comprehensive benefits package.

• Opportunities for continuous learning.

• Support for well-being and life both inside and outside of work.

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