Manager, Product Insights

H&R Block provides tax services and digital financial solutions while focusing on customer support and product innovation. The Manager of Product Insights will lead the Product Insights function and team, transforming customer and support intelligence into product strategy, portfolio priorities, roadmap decisions, and measurable customer and business outcomes.

Responsibilities:

• Lead, develop, and inspire a high-performing team of Product Insights ICs aligned to key product portfolios, building a culture grounded in customer advocacy, evidence-based decision making, and accountability
• Set the strategy and lead the evolution of the Product Insights function by transforming customer feedback, support interactions, operational data, and sentiment signals into prioritized recommendations that influence product strategy and roadmap decisions
• Own the Product Insights opportunity portfolio across Customer Care, making prioritization and resource trade-offs based on customer impact, support demand, business value, strategic alignment, and expected outcomes
• Establish and maintain repeatable mechanisms for surfacing customer issues, emerging trends, and product opportunities to Product leaders through recurring reviews, reporting, and stakeholder engagement
• Design, implement, and govern recurring Product Insights operating rhythms including weekly insights reviews, monthly product performance reviews, quarterly product planning inputs, and executive product insights reviews
• Own the intake, prioritization, and tracking process for customer-driven product insights and known issues, making sure there is clear ownership, visibility, with measurable outcomes
• Shape the customer and support impact strategy for significant launches and product changes, ensuring risk, support demand, measurement plans, and customer outcomes inform release decisions
• Serve as a strategic advisor to Product Directors, Group Product Managers, and Customer Care leadership, bringing customer and support intelligence into roadmap planning, prioritization, release decisions, and investment discussions
• Lead Product Insights participation in quarterly and annual planning processes, ensuring customer and support priorities are represented in portfolio-level decision making
• Define and manage the Product Insights performance framework, including customer experience improvement, contact-driver reduction, support cost reduction, and product influence outcomes
• Identify systemic customer support challenges that span individual product areas, build enterprise level recommendations, and align stakeholders around strategic opportunities for improvement
• Align Product, Customer Care, Data Science & Analytics, and Operational leaders around the highest-value customer opportunities, resolving competing priorities and securing ownership for recommended actions

Requirements:

• • A BS/BA in a related field or an equivalent combination of education and experience
• • 8+ years of experience across customer support, product management, product operations, and/or strategy functions, including 3 years leading and developing people
• • Exceptional analytical skills with the ability to identify patterns, synthesize complex customer and operational data, and translate findings into actionable recommendations
• • Strong customer advocacy mindset with a demonstrated belief that the customer's voice should be represented in every product decision
• • Demonstrated success managing complex product portfolios, setting priorities across competing opportunities, and making resource allocation trade-offs
• • Strong understanding of product strategy, roadmap planning, prioritization frameworks, customer discovery, and outcome measurement
• • Strong judgment and ownership mindset with the ability to navigate ambiguity, balance competing priorities, and drive outcomes through influence, collaboration, and execution
• • Experience building or scaling Voice of the Customer programs, including defining feedback inputs, establishing stakeholder cadences, and demonstrating measurable business or product impact
• • Proven ability to influence Director and VP-level stakeholders through evidence, credibility, and relationship-building, not authority
• • 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