Director, Product Insights & Strategy

RiseMe; Missouri; Hybrid; USD 110,000 - 176,000; Full time

Job summary

H&R Block is seeking a Manager of Product Insights to lead the strategy, development, and performance of the Product Insights function across Customer Care's product portfolios. You will helm a team that converts customer and support intelligence into prioritized product roadmaps and measurable outcomes.

Reporting to the Director, Support Strategy & Product Insights, you will establish mechanisms to inform roadmap planning, investment decisions, release strategies, and customer experience

Qualifications

• BS/BA in a related field or an equivalent combination of education and experience.
• 8+ years 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.

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 by transforming customer feedback and data into prioritized recommendations.
• Own the Product Insights opportunity portfolio across Customer Care, making prioritization and resource trade-offs based on impact and value.
• Establish mechanisms for surfacing customer issues, emerging trends, and product opportunities to Product leaders.
• Design, implement, and govern recurring Product Insights operating rhythms including reviews and executive updates.
• Own intake and tracking for customer-driven insights and known issues with clear ownership and measurable outcomes.
• Shape customer impact strategy for launches and product changes, informing release decisions and outcomes.
• Serve as an advisor to Product Directors and Customer Care leadership, bringing evidence into roadmap planning and investment discussions.
• Lead Product Insights participation in quarterly and annual planning to reflect customer priorities.
• Define and manage the Product Insights performance framework focused on experience improvement and cost reduction.
• Identify systemic support challenges across product areas and align stakeholders around strategic opportunities.

Skills

Leadership

Product Insights

Stakeholder management

Analytical thinking

Customer advocacy

Strategic planning

People management

Education

BS/BA in related field

Tools

Data analysis tools

Job description

H&R Block is seeking a Manager of Product Insights to lead the strategy, development, and performance of the Product Insights function across Customer Care's product portfolios. You will helm a team that converts customer and support intelligence into prioritized product roadmaps and measurable outcomes.

Reporting to the Director, Support Strategy & Product Insights, you will establish mechanisms to inform roadmap planning, investment decisions, release strategies, and customer experience