Sr Project Manager, Support Contact

H&R Block is a leader in tax preparation and financial services with a commitment to helping clients and communities. The Senior Project Manager, Support Content will lead the execution and improvement of the support content ecosystem, ensuring materials are accurate and effective while collaborating with various teams to enhance content quality and governance.

Responsibilities:

• Manage the end‑to‑end support content lifecycle—from intake and drafting through editing, publishing, maintenance, and retirement
• Review and improve content for accuracy, clarity, consistency, and adherence to editorial standards
• Maintain and evolve taxonomy, metadata, and information architecture to improve organization, search, and findability
• Apply governance routines (audits, SLAs, freshness checks) to keep content current, compliant, and reliable
• Partner with Customer Care, Product, Technology, Operations, and SMEs to resolve content issues, close gaps, and align priorities
• Analyze content performance, search data, and user feedback to identify opportunities and sequence updates
• Streamline daily workflows and templates to reduce rework and accelerate high‑quality publishing

Requirements:

• Bachelor's degree in a related field or the equivalent through a combination of education and related work experience
• 5+ years of experience creating, editing, managing, or governing support content such as help center articles, knowledge base materials, client‑facing documentation, or internal support content
• Demonstrated expertise in hands‑on editing for clarity, accuracy, consistency, and plain‑language standards, including coaching authors and upholding high content quality
• Practical experience managing content lifecycle workflows, including intake, drafting, SME review, approvals, publishing, maintenance, and archival processes
• Strong command of content governance practices, including style guides, voice and tone standards, metadata, and structured content rules
• Experience with information architecture and taxonomy, including categorization, tagging, naming conventions, and navigation models in support or self‑service environments
• Ability to use content performance data (e.g., search success, case deflection, engagement, content health) to identify gaps, prioritize updates, and measure improvement
• Experience working cross‑functionally with content authors, SMEs, customer support teams, product, technology, and operations partners in a content‑driven environment
• Experience participating in or supporting content governance councils, editorial boards, or quality review programs across multiple teams
• Background in developing or maintaining taxonomy, schema, or structured content models for large‑scale help centers or internal knowledge bases
• Familiarity with AI‑assisted content tools, semantic search, or retrieval‑augmented knowledge systems used in modern support environments
• Experience implementing or improving content operations frameworks, such as workflow automation, content SLAs, audit cycles, or version control
• Tax, financial services, or regulated‑industry experience, or familiarity working with compliance‑driven content