Manager, Product Insights

About the Role

Product Insights serves as the bridge between customer reality and product strategy, transforming customer signals into actionable insights that improve H&R Block's products and experiences.

As the Manager of Product Insights, you will lead the strategy, development, and performance of the Product Insights function across Customer Care's product portfolios. You will lead a team responsible for converting customer and support intelligence into product strategy, portfolio priorities, and measurable customer and business outcomes.

Reporting to the Director, Support Strategy & Product Insights, you will help define the function's strategic direction, govern its portfolio of product opportunities, and serve as an advisor to Product and Customer Care leadership. You will establish the mechanisms through which customer evidence informs roadmap planning, investment decisions, release strategies, and customer experience outcomes. Success in this role is measured by product decisions influenced, customer problems resolved, support demand reduced, and measurable business outcomes achieved.

Day-to-day, you’ll...

• 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.

• A BS/BA in a related field or an equivalent combination of education and experience

• 8+ years of experience across customer…