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H&R Block Director of Service Capabilities in KANSAS CITY, Missouri



Director of Service Capabilities

What you'll do... :

At H&R Block your contributions will go far beyond any job description. Whey you join our team, you’ll add to the momentum of forward-thinking company – one that defined an industry and is now leading its transformation. The Director of Service Capabilities will continue to advance our contact center teams’ ability to deliver easy and memorable service experiences for our clients and associates.

As the Director of Service Capabilities you will report to the VP of Client Service, and lead a team that creates capabilities that drive great digital first self-service and great human-assisted service experiences. You will work closely with contact center, product, and technology leaders across H&R Block to understand their strategies and bring capabilities that enable great service to life.

Your role will have multiple dimensions

Strategy and Planning

  • Define and refine the client service/support strategy in alignment with H&R Block imperatives

  • Ensure alignment on product and feature needs with internal stakeholder groups to continuously improve service

  • Develop, execute, and evolve product plans to drive improved client experience and increased agent satisfaction

  • Maintain an industry understanding of the contact center space, particularly a service experience perspective including operational, technical, and analytical capabilities that fuel excellent service

People leadership

  • Lead a team of managers, project managers, business analysts, and real time analysts with clear objectives, driving engagement, accountability, and results

  • Inspire and maintain a connected culture where associates feel supported and understand their purpose in alignment with H&R Block’s strategy

  • Provide straight forward feedback aimed at helping associates continue to learn and develop

Product leadership

  • Lead a team focused on Salesforce product management, defining and maintaining a product roadmap, delivering features, and ensuring excellent feature performance, specifically for our agent desktop product used by 7K team members

  • Lead a team focused on NICE CxOne, Nexidia/Quality Central, NICE Engage, and NICE WFM product management, defining product roadmaps, and ensuring excellent product (e.g. IVR, Quality and Performance dashboards) performance

Operations and Insights

  • Lead a team of Real Time Analysts focused on ensuring successful onboarding and offboarding 7K team members, managing agent queues, skills, and priorities, and leading/alerting through incidents that impact the contact center

  • Lead a team responsible for call recording, data ingestion to analytics, contact reasoning queries, and all dashboard operations in support of agent quality and performance and call topics are meeting standard operating measures

Financial/Budget Management

  • Accountable for creating and managing annual department operating plan and associated budgets with accuracy and transparency

  • Responsible for managing vendor contracts and relationships as related to applicable contact center products and services

Job ID:








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.

Visit BlockBenefits.com to learn more about H&R Block benefits.

As part of our on-going COVID-19 compliance efforts, H&R Block is asking all associates to voluntarily share their COVID-19 vaccination status. Associates who are unvaccinated or who choose not to share their vaccine information will be required to wear a mask while at work and comply with other safety precautions.

Employee Type:


It would be even better if you also had... :

  • MBA or Masters’ Degree

  • Prior experience with NICE and Salesforce products as listed above in a high performing contact center

  • Experience working with Technology partners in support of multiple critical applications in a contact center environment

  • Proven ability to drive improvements in self-service through virtual agents (voice and chat)

What you'll bring to the team... :

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

  • Rich product experience specifically in the development of client-friendly self service tools (e.g. virtual agents) and easy contact center experience (e.g. simple, informed agent desktop)

  • A strong belief that a great agent experience creates a great client experience

  • Proven experience leading a portfolio of products that serve clients, agents, and operational leaders like NICE – CxOne, Engage, Nexidia/Quality Central, and WFM and Salesforce

  • Experience and deep understand of contact center processes and measures along with how to drive client experience analysis via contact center information

  • Experience with contact center technology

  • Exceptional communication and collaboration skills, along with a comfort working and leading in a cross functional environment

  • Creative and inspiring leadership skills that support learning with a bias for action and accountability while building and maintaining strong relationships

  • The ability to think strategically and tactically with a persistent problem-solving mentality

Posting Title:

Director of Service Capabilities

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Job Family:

People Leaders

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