Manager, Product Insights
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Job Description
Product Insights Manager leading customer intelligence for H&R Block’s tax products. Influencing roadmaps, portfolio priorities, launches, and measurable customer outcomes.
Responsibilities:
- Lead, develop, and inspire a high-performing team of Product Insights ICs aligned to key product portfolios
- Set the strategy and lead the evolution of the Product Insights function
- Transform customer feedback, support interactions, operational data, and sentiment signals into prioritized recommendations
- Own the Product Insights opportunity portfolio across Customer Care
- Make prioritization and resource trade-offs based on customer impact, support demand, business value, strategic alignment, and expected outcomes
- Establish repeatable mechanisms for surfacing customer issues, emerging trends, and product opportunities to Product leaders
- Design, implement, and govern 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
- Shape customer and support impact strategy for significant launches and product changes
- Serve as a strategic advisor to Product Directors, Group Product Managers, and Customer Care leadership
- Lead Product Insights participation in quarterly and annual planning processes
- Define and manage the Product Insights performance framework
- Identify systemic customer support challenges spanning individual product areas and build enterprise-level recommendations
- Align Product, Customer Care, Data Science & Analytics, and Operational leaders around high-value customer opportunities
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
- 3 years leading and developing people
- Exceptional analytical skills
- Ability to identify patterns, synthesize complex customer and operational data, and translate findings into actionable recommendations
- Strong customer advocacy mindset
- 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
- Ability to navigate ambiguity, balance competing priorities, and drive outcomes through influence, collaboration, and execution
- Experience building or scaling Voice of the Customer programs
- Experience 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
- Exceptional written, oral, and interpersonal communication skills
- Strong presentation abilities
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 pay
- Comprehensive benefits
- Continuous learning
- Support for well-being and life inside and outside of work
- Potential participation in incentive compensation or short-term incentive plans
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