Sr Project Manager, Support Contact

Our CompanyWe 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...As the Senior Project Manager, Support Content, you&rsquo;ll lead the day‑to‑day execution and continuous improvement of H&R Block&rsquo;s support content ecosystem. You&rsquo;ll work directly in the content and the workflows around it—ensuring client‑facing and associate‑facing materials are accurate, consistent, well‑structured, and easy to find. Partnering closely with Customer Care, Product, Technology, Operations, and SMEs, you&rsquo;ll apply standards and governance in practice, use data to prioritize improvements, and keep the knowledge base current, trustworthy, and effective at scale.Day to day, you&rsquo;ll... • Manage the end‑to‑end support content lifecycle—from intake and drafting through editing, publishing, maintenance, and retirement. • Review and improve content for accuracy, clarity, consistency, and adherence to editorial standards. • Maintain and evolve taxonomy, metadata, and information architecture to improve organization, search, and findability. • Apply governance routines (audits, SLAs, freshness checks) to keep content current, compliant, and reliable. • Partner with Customer Care, Product, Technology, Operations, and SMEs to resolve content issues, close gaps, and align priorities. • Analyze content performance, search data, and user feedback to identify opportunities and sequence updates. • Streamline daily workflows and templates to reduce rework and accelerate high‑quality publishing.What you'll bring to the team...Education: • Bachelor&rsquo;s degree in a related field or the equivalent through a combination of education and related work experience. Work Experience: • 5+ years of experience creating, editing, managing, or governing support content such as help center articles, knowledge base materials, client‑facing documentation, or internal support content • Demonstrated expertise in hands‑on editing for clarity, accuracy, consistency, and plain‑language standards, including coaching authors and upholding high content quality • Practical experience managing content lifecycle workflows, including intake, drafting, SME review, approvals, publishing, maintenance, and archival processes • Strong command of content governance practices, including style guides, voice and tone standards, metadata, and structured content rules • Experience with information architecture and taxonomy, including categorization, tagging, naming conventions, and navigation models in support or self‑service environments • Ability to use content performance data (e.g., search success, case deflection, engagement, content health) to identify gaps, prioritize updates, and measure improvement • Experience working cross‑functionally with content authors, SMEs, customer support teams, product, technology, and operations partners in a content‑driven environmentIt would be even better if you also had...• Experience participating in or supporting content governance councils, editorial boards, or quality review programs across multiple teams • Background in developing or maintaining taxonomy, schema, or structured content models for large‑scale help centers or internal knowledge bases • Familiarity with AI‑assisted content tools, semantic search, or retrieval‑augmented knowledge systems used in modern support environments • Experience implementing or improving content operations frameworks, such as workflow automation, content SLAs, audit cycles, or version control • Tax, financial services, or regulated‑industry experience, or familiarity working with compliance‑driven content Why work for usSince 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 InformationThe 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$89,800.00 - $134,700.00/Yr. Responsibilities: <p style="margin: 0px;">&nbsp;</p><div><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">As the <strong>Senior Project Manager, Support Content</strong>, you&rsquo;ll lead the day‑to‑day execution and continuous improvement of H&amp;R Block&rsquo;s support content ecosystem. You&rsquo;ll work directly in the content and the workflows around it&mdash;ensuring client‑facing and associate‑facing materials are accurate, consistent, well‑structured, and easy to find. Partnering closely with Customer Care, Product, Technology, Operations, and SMEs, you&rsquo;ll apply standards and governance in practice, use data to prioritize improvements, and keep the knowledge base current, trustworthy, and effective at scale.</span><br /><br /></p><p style="margin: 0px;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Day to day, you&rsquo;ll&hellip;</strong></span></p><ul><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage the end‑to‑end support content lifecycle&mdash;from intake and drafting through editing, publishing, maintenance, and retirement.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Review and improve content for accuracy, clarity, consistency, and adherence to editorial standards.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Maintain and evolve taxonomy, metadata, and information architecture to improve organization, search, and findability.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Apply governance routines (audits, SLAs, freshness checks) to keep content current, compliant, and reliable.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with Customer Care, Product, Technology, Operations, and SMEs to resolve content issues, close gaps, and align priorities.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Analyze content performance, search data, and user feedback to identify opportunities and sequence updates.</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Streamline daily workflows and templates to reduce rework and accelerate high‑quality publishing.</span></li></ul></div><p style="margin: 0px;">&nbsp;</p> Qualifications: <ul><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience participating in or supporting content governance councils, editorial boards, or quality review programs across multiple teams</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Background in developing or maintaining taxonomy, schema, or structured content models for large‑scale help centers or internal knowledge bases</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with AI‑assisted content tools, semantic search, or retrieval‑augmented knowledge systems used in modern support environments</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience implementing or improving content operations frameworks, such as workflow automation, content SLAs, audit cycles, or version control</span></li><li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Tax, financial services, or regulated‑industry experience, or familiarity working with compliance‑driven content</span></li></ul> Skills: UNAVAILABLE