Sr Project Manager, Support Contact

H&R Block is a leader in tax preparation and financial services, seeking a Senior Project Manager for their support content ecosystem. The role involves managing the lifecycle of support content, ensuring accuracy and consistency, and collaborating with various teams to enhance client-facing and associate-facing materials.

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