Manager, Client Experience Learning & Enablement

The Manager, Client Experience Learning & Enablement leads the strategy, design, development, implementation, and continuous improvement of performance enablement solutions supporting frontline tax office associates and field leaders. This role is accountable for ensuring high-quality, learner-centered experiences that build confidence, competence, and measurable business results across the company's largest learner population.

Day to day, you'll...

• Partners with business leaders, product teams, operations, technology, and support functions to identify performance needs, translate business priorities into scalable enablement strategies, and deliver solutions that improve readiness, proficiency, and operational performance
• Oversees a team of learning and performance professionals while managing a complex ecosystem of stakeholders, technologies, processes, and delivery partners
• Balance strategic thinking with operational excellence, continuously evolving learning and performance support approaches through innovation, emerging technologies, knowledge management, and data-driven decision-making

• Progressive experience in learning and development, performance enablement, organizational effectiveness, or a related discipline, including leadership responsibility for large-scale learning or enablement initiatives.
• Demonstrated success leading and developing high-performing teams, including coaching, performance management, talent development, and succession planning.
• Experience developing and executing learning, performance support, or enablement strategies that drive measurable business and operational outcomes.
• Strong consulting and stakeholder management skills, including the ability to build credibility, influence decisions, and partner effectively with leaders at all organizational levels.
• Experience diagnosing performance challenges and identifying solutions that extend beyond traditional training, including workflow support, knowledge management, coaching, communication, and technology-enabled performance support.
• Experience managing complex, cross-functional programs involving multiple stakeholders, business functions, systems, and operational dependencies.
• Demonstrated business acumen, including experience developing budgets, evaluating investments, building business cases, and managing resources effectively.
• Experience using data, performance metrics, learner analytics, and business results to evaluate effectiveness and inform strategic decisions.
• Knowledge of adult learning principles, learner experience design, instructional design methodologies, and modern performance enablement practices.
• Excellent written, verbal, facilitation, presentation, and change leadership skills.

• Experience supporting large frontline, retail, field, customer service, or geographically distributed workforces.
• Experience leading learning and enablement functions in highly regulated, seasonal, or operationally complex environments.
• Experience leveraging AI-enabled learning, digital adoption platforms, knowledge management systems, intelligent search, or other emerging technologies to improve performance and learner outcomes.
• Advanced degree in Adult Learning, Organizational Development, Education, Business, Organizational Psychology, Leadership, or a related field.
• Relevant certifications in learning strategy, instructional design, project management, change management, human performance improvement, or related disciplines.

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.