Director, Product Enablement & Operations

About the Role

At H&R Block, your contributions will go far beyond any job description. When you join our team, you’ll add to the momentum of a forward-thinking company—one that defined an industry and is now leading its transformation. Join us as we create superior experiences for our clients and tax pros by knowing and predicting their needs while delivering unparalleled value and transparency.

The selected candidate must have a passion for delivering exceptional experiences for internal teams, clients, and associates that align with H&R Block’s vision of empowering financial freedom for our clients through trust and technology. In this role you will build and lead a centralized Product Enablement & Operations organization that is enterprise-wide spanning Product Operations, Product Analytics & Experimentation, and AI Enablement to drive product excellence, learning velocity, and scalable execution.

You will also lead large, cross‑functional strategic initiatives that advance enterprise business objectives. You will bring together experience in business strategy and vision, operating model design, product management and people management to drive success. You will be part of a team that believes in working fast, being accountable, and learning from mistakes.

• Act as a strategic partner to the CPO and Product Leadership Team to drive enterprise-wide product transformation, culture change, and operating model evolution.
• Guide and mentor product leaders across retail, digital, and assisted channels to develop strategies, metrics, and backlogs that reduce silos and unify customer experiences.
• Work cross‑functionally to refine and optimize the enterprise Product Operating Model across Product, Engineering, Design, and Marketing, taking into account how AI transforms ways for working.
• Leverage the principles of Design Thinking, Lean, Agile, and Dev Ops to minimize waste and maximize speed to value for our customers.
• Coordinate across key stakeholders on the most critical projects, objectives and milestones to ensure departmental success.
• Enable an environment of curiosity, continuous improvement, urgency, and respect.
• Collaborate and influence with technical, product, and design, and other stakeholders to understand requirements and plan for future needs.
• Communicate product strategy, impact and risks to leadership and stakeholders.

• Build and lead a centralized Product Enablement organization spanning Product Operations, Analytics, Experimentation, and AI Enablement, driving execution excellence, tooling strategy, and scalable operating practices.
• Create the Product Center of Excellence including product craft and AI Fluency training, coaching, and capability building programs.
• Establish metrics and standards to measure product success beyond delivery velocity, incorporating business outcomes such as conversion, retention, cost to serve, and digital adoption.
• Establish and evolve executive-level and team level operating rhythms, processes, working practices, and tools utilized by the Product Team (ie product reviews, KPI alignment, and portfolio prioritization).
• Evangelize and lead our adoption with our Block Software Development Lifecycle (SDLC).
• Contribute to the creation and growth of the HRB Product Community culture through communications, community programs and supporting events.

• Build and scale a continuous discovery and learning velocity system leveraging enterprise-wide analytics and experimentation to accelerate speed from idea to insight to decision.
• Lead and scale the Product Analytics & Experimentation function, including team leadership, execution, tooling, and operational excellence, ensuring trusted data and actionable insights across product development.
• Establish and scale experimentation best practices, standards, success metrics, and validation frameworks to ensure trusted data and meaningful insights.
• Partner with Product, Engineering, Design, Marketing, Legal and Risk teams to integrate experimentation and analytics into product discovery, delivery, and optimization workflows.