H&R Block

Compensation

Full Description

Our Company We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block! What you'll do... The Manager of Training leads a team of training developers and instructors to design, implement, and optimize training programs for the Customer Care Organization. This role reports directly to the Director of Agent Enablement and is responsible for defining and executing a strategic training roadmap that empowers frontline agents to deliver effortless customer resolutions, with success measured by key performance indicators such as certification pass rates, nesting QA scores, and time to proficiency. A critical part of the role is to maximize the value of training investments by managing costs efficiently while ensuring excellence in both content development and delivery. The Manager of Training collaborates closely with cross-functional partners—including Product Support & Insights, Process Excellence, Quality, Escalations, and Partner Management—to identify skill gaps, prioritize learning needs, and assess the impact of training on operational performance. Day to Day, You’ll… • Define and execute a training strategy aligned with the company’s strategic objectives and desired outcomes. • Recruit, develop, and lead a high-performing team of training developers and instructors. • Leverage data and insights to continuously improve training programs and learner outcomes. • Identify skill gaps and implement targeted learning initiatives to boost agent capability, reduce service breaks, and elevate the customer experience. • Maintain a strategic training roadmap that supports evolving business needs and priorities. • Ensure timely, high-quality, and cost-effective delivery of training programs. • Collaborate cross-functionallyto align training priorities with operational goals and service standards. • Measure training effectiveness using performance metrics, feedback loops, and continuous improvement practices. • Oversee trainer and trainee evaluations and certifications to ensure proficiency and readiness. • Stay ahead of industry trends and integrate best practices into training design and delivery. Education What you'll bring to the team... • Bachelor’s degree in Business Administration, Organizational Development, or a related field or the equivalent through a combination of education and related work experience. Work Experience • 8 years minimum experience designing and delivering training in a contact center environment • 3 years minimum experience leading and developing high-performing teams • Expertise in adult learning principles, instructional design methodologies and Learning Management Systems (LMS) • Strong analytical skills with proven ability to interpret data and generate actionable insights • Strategic mindset with a commitment to continuous improvement and innovation • Deep knowledge of customer experience metrics, service standards, and industry best practices • Proven ability to set priorities, manage deadlines, and drive results in a fast-paced environment • Exceptional communication and presentation skills, with the ability to engage and influence diverse audiences It would be even better if you also had... • Proficiency in Excel, Power BI, or similar performance analytics dashboards • Experience facilitating both virtual and in-person training sessions Why work for us Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being. Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com. Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. Pay Range Information The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. Pay Range $80,800.00 - $129,300.00/Yr. Sponsored Job