What You'll Do...

At H&R Block, we are in search of people with bold ideas who want to make a difference and help transform the company. When you come and work with us, you are joining a group that is grounded in the spirit of entrepreneurship – nimble, quick, self-starters who are drawn to try new things. We need innovators, creators, and achievers like you who are ready to challenge and disrupt an entire industry.

The VP, Customer Care- Experience & Advocacy, will play a key role in delivering innovation and growth opportunities that support our enterprise strategy. This highly visible role will report to the Chief Strategy and Operations Officer and will work extensively with a wide range of senior business and functional leaders.

Role Summary

The Vice President of Customer Care- Experience and Advocacy will lead H&R Block’s contact center operations, driving exceptional customer experiences and long-term loyalty. This innovative and visionary leader will develop and implement innovative strategies and leverage data and actionable intelligence to enhance and delight our clients. This deep understanding of customer-centric principles will foster a culture of excellence and engagement among agents, ensuring seamless customer interactions across all touchpoints. By focusing on increasing Customer Lifetime Value, uncovering actionable intelligence, and maintaining brand integrity, you will play a crucial role in leading our contact center into the future and ensuring our continued success in a competitive market.

As the leader of the Customer Care Strategy and Operations team, you will:

Champion a culture where customer and agent experience (CX and AX) and satisfaction are paramount, ensuring every interaction reflects our commitment to excellence.
Clearly and compellingly articulate the future of customer support, inspiring and aligning leadership, peers, operations leaders, managers, and agents with the strategic vision.
Uncover and utilize actionable intelligence to establish and maintain a robust feedback loop that transforms the voice of the customer into strategic business changes, driving continuous improvement and innovation.
Develop and implement vision for integrating the latest ML/AI technology to meaningfully enhance the CX and AX experience.
Accelerate your career by having a seat at the table for high-level strategy decisions.
Have genuine work-life balance.
The candidate will also be a real person, with a sense of humor, high emotional intelligence, and a passion for working with and leading a diverse team.

Day to day, you'll...

Develop the vision and overarching strategic roadmap to lead a best-in-class contact center. Optimize the strategy to ensure alignment with HRB’s objectives to deliver amazing experiences and value to our clients.
Lead a passionate team of Customer Care Center Directors and develop talent that craves tough problems and values winning together.
Support and foster a culture of innovation to ensure product owners are rapidly testing and learning.
Lead initiatives to increase Customer Lifetime Value by creating overall experiences that foster strong customer loyalty, ensuring they feel valued and engaged.
Utilize data and actionable intelligence to drive continuous improvement and strategic decision-making.
Strengthen brand value and reputation through consistent, accurate, and compliant customer interactions.
Oversee the integration of advanced technologies to enhance customer interactions and operational efficiency.
Collaborate with cross-functional teams to ensure seamless customer experiences across all touchpoints.
Monitor and analyze key performance metrics to measure success against strategic objectives.

What You'll Bring To The Team...

Bachelor’s Degree in business, management, or related field. MBA or other advanced degree preferred.
At least 10 years of experience in call or contact center management; with at least 5 years in a senior leadership role.
Visionary leadership with proven experience in leading and innovating contact center strategies within a large organization, including experience implementing Automation and AI tools, including chatbots and IVR systems.
Expertise in increasing Customer Lifetime Value through strategic customer journey mapping and targeted messaging.
Ability to uncover actionable intelligence from customer interactions and drive meaningful business changes.
Excellent leadership and team management skills, with a focus on employee engagement and development.
Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
Knowledge of advanced call center technologies and their application in enhancing customer experiences.
Commitment to maintaining brand integrity and reputation through consistent and high-quality customer interactions.

About H&R Block...

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.

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VP, Customer Care - Experience & Advocacy