About the Role:
The Technical Manager is responsible for owning and leading the delivery, stability, and evolution of agent-facing platforms such as Salesforce, ServiceNow, Microsoft Dynamics 365, and related tools and integrations. This role provides hands-on technical leadership and decision authority across platform development, release execution, and operations while directly managing and developing a team of engineers and technical leads. The Technical Manager partners closely with Product and Support leaders to align roadmap priorities to business needs and continuously improve agent productivity and experience. They are accountable for platform health, security, compliance, and vendor performance, while providing clear, data-driven updates and tradeoff recommendations to senior and executive stakeholders.
Day to day, you'll...
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Act as the technical owner for agent platforms, providing technical leadership with decisioning authority of delivery execution including release planning, deployment readiness, and post-release stability
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Directly manage and develop a team of engineers and technical leads, including performance management, hiring, onboarding, and career development
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Coach team members on technical excellence, platform expertise, and career growth, fostering a culture of accountability, collaboration, and continuous improvement
- Partner with Product on backlog management, prioritization, and roadmap execution, ensuring alignment with business priorities and operational needs
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Partner with Product and Support leaders to improve agent productivity, efficiency, and overall agent experience
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Define platform and program strategy, success metrics, and desired outcomes aligned with business and technology objectives
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Manage vendor relationships, holding partners accountable for scope, quality, timelines, and cost
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Own platform health, reliability, scalability, performance, security, and compliance for agent tools
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Provide regular, transparent updates on progress, risks, and outcomes to senior leadership and executive stakeholders, including recommendations and tradeoff decisions
Required Qualifications:
- Experience leading enterprise platform delivery, including release planning, deployment readiness, cross-team coordination, and post-release stability and support
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Proven ability to make, defend, and communicate technical decisions to executive stakeholders, including tradeoffs related to scalability, security, extensibility, cost, and delivery timelines
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Hands-on experience managing engineers or technical leads, including performance management, coaching, career development, hiring, and building high-performing technical teams
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Experience evaluating the business and technical value of platform investments, including cost/benefit analysis, current‑ and future‑state assessments, and delivery tradeoffs that inform roadmap and execution decisions
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Demonstrated experience leading the design, configuration, and evolution of enterprise agent platforms, including case management, workflows, integrations, and agent productivity tooling
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Experience partnering with Product and Operations leaders to translate agent and business needs into platform capabilities that improve efficiency and user experience
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Experience managing technology vendors or system integrators, including scope definition, delivery accountability, cost control, and quality assurance
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Working knowledge of enterprise security, privacy, and compliance requirements, with experience partnering with security and risk teams to ensure platform adherence
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Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
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8 years minimum related work experience
Preferred Qualifications:
- Experience with contact center technology, specifically agent tools such as Salesforce, ServiceNow, Dynamics 365, and Power Platform
Why work for us:
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.
That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.
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: $125,500.00 - $200,800.00/Yr. Sponsored Job: #LI-SH1 #LI-Remote
