Our Company:
We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block!
What you'll do...:
At H&R Block, your contributions will go far beyond any job description. When you join our team, you’ll add to the momentum of a forward-thinking company – one that defined an industry and is now leading its transformation. The Program Manager – Customer Care is the execution engine of the Customer Care Organization (CCO). You are the connective tissue across every function in the CCO positioned to make sure the strategy is executed with rigor, visibility, and accountability.
As the Program Manager you will report to the Director, Servicing & Strategy and own and execute the operating rhythms of the organization in service of building high-performing, client-centric teams and experiences. This is not a passive coordination role. The ideal candidate is a highly organized, detail-oriented operator who thrives in complex, fast-moving environments, can hold multiple workstreams simultaneously, and is equally comfortable running a leadership offsite and synthesizing data into a clear, executive narrative.
Day-to-day, you’ll...
Operating Rhythm and Execution
- Own the end-to-end agenda, logistics, structure, and execution of all key internal operating moments — all hands, leadership meetings, team onsite, and quarterly and annual planning cycles.
- Establish, document, and continuously improve operating cadences that create predictability, focus, and accountability across the CCO.
- Maintain intake processes and recurring review forums (e.g., Monthly Goals Reviews), so they run consistently and deliver real value.
- Drive the decision-making process by sequencing priorities, clarifying ownership, and connecting execution back to strategic outcomes.
- Serve as the connective tissue across all functions within the CCO — coordinating across teams, flagging misalignments early, and keeping momentum alive on multiple workstreams simultaneously.
Strategy Enablement
- Maintain and update long-term strategy roadmaps, planning documents, and associated artifacts so they remain current and accessible.
- Track progress against strategic priorities and surface risks, blockers, or misalignments early.
- Coordinate the execution of annual and quarterly planning cycles — managing the logistics, templates, stakeholder coordination, and documentation so that the planning process runs smoothly.
Organizational Alignment & Integration Support
- Drive cross-functional alignment across the CCO by tracking dependencies, surfacing risks, and proactively resolving execution gaps across CCO initiatives.
- Establish and maintain scalable operating mechanisms for headcount planning, career pathing, and leveling in partnership with functional leaders.
- Support complex integration efforts for coordinating timelines, decision forums, and communication across teams.
What you'll bring to the team...:
- A BS/BA in a related field or an equivalent combination of education and experience
- 8 years experience with program management, consulting, strategy & operations in a complex, matrixed organization
- Demonstrated ability to manage multiple high priority workstreams simultaneously without losing rigor or quality
- Experience supporting or partnering closely with Director and VP level leaders
- Strong judgment with the ability to operate effectively in ambiguity, drive clear decision-making amid competing priorities and constraints
- Comfort with data and analytics – you can pull, interpret, and visualize information to support decisions
- High organizational discipline – you build systems, not just to-do lists. You think in frameworks to implement scalable processes
- An ownership mindset that is proactive, not reactive; comfortable with unglamorous coordination work while driving highly visible, complex initiatives simultaneously
- Exceptional written, oral, and interpersonal communication skills. Strong presentation abilities to effectively communicate with and influence a wide range of audiences at all levels of the organization
It would be even better if you also had...:
- Experience and familiarity with scaled customer support organizations is a plus
Why work for us:
Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
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:
$101,200.00 - $161,900.00/Yr.
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