Director

of Technology - Corporate Systems at H&R Block

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director of Technology at H&R Block

Tactical

Employed: August 2023 to Present
Manages $42M annual capital budget, $12M annual operating budget
Manages 8 teams consisting of 74 staff members (57 On-Shore, 17 Off-Shore). Teams by business unit include [1] Microsoft 365 App Team, [2] Call Center Technology - Phone and IVR, [3] Client Services, [4] Field Technical Support, [5] Legacy Revenue Platform, [6] Modern Revenue Platform, [7] Compensation, [8] HR Platform - Corporate and Field
Oversight of multiple core business platforms, including Human Resources, Expense Reporting, Tax Pro Compensation, Agent Support, Revenue, Intranet, and Support Cases
Supports a customer service operation with 10,000 agents and serves approximately 100,000 tax professionals across 10,000 offices by way of phone (3 carrier IVR), chat, case management, intranet portal, agent desktop, etc

Strategic

Works directly with C-level executives; presenting strategic roadmaps, leading contractual negotiations, operational accountability, and financial oversight + defense.
Leads innovation initiatives, including exploration of GenAI in client-facing products focusing on customer service enhancement.
Mitigates risks, forecasts overages, and aligns contract terms with execution strategies, integrating business and technology strategies into a formal roadmap aligned with KPIs from both product and tech perspectives.
Led seven teams in a first-of-its-kind "Season Readiness" exercise in preparation for Tax Season, focusing on operational resiliency and performance tuning.

74

Resources in my Organization (On-Shore + Off-Shore

$35M

Contract Portfolio Annual Spend

$3.6M

in savings through optimized contract management

$3B

In-house financial system, platform of authority for revenue on the General Ledger

About the H&R Block

Company overview

H&R Block is a renowned American tax preparation company that provides services to millions of individuals and businesses globally. With a history dating back to the 1950s, it has established itself as a trusted name in the industry. Offering a range of tax preparation solutions, including in-person assistance at their numerous physical locations, as well as online tax filing services, H&R Block caters to various tax needs. The company's software platforms provide users with user-friendly interfaces, guiding them through the tax filing process efficiently. Additionally, H&R Block offers financial products and services, making it a comprehensive resource for individuals seeking assistance with their taxes and financial planning.

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Visit the H&R Block
HRB Stock Price

Responsibilities

Leads a team of 74 resources, managing both onshore and offshore personnel across critical platforms such as Salesforce, Workday, NICE, and in-house applications supporting Client Services, Field Services, Accounting (Revenue and Compensation), Marketing, and specific retail product lines.
Works directly with C-level executives, presenting strategic roadmaps and guiding contractual negotiations. I lead negotiations supported by sourcing and strategic business partners for all 47 contracts in my portfolio. All contracts I negotiate, I also formally precent to CIO (Alan Lowden) and related C-Level partners. Full autonomy including owning financial performance of agreement, and oversight of the tactical usage of each agreement (usage; lack of use or overages, business value, assessment of service with respect to market).
Supports a customer service operation with 10,000 agents and serves approximately 100,000 tax professionals across 10,000 offices by way of phone (3 carrier IVR), chat, case management, intranet portal, agent desktop, etc. Aspects include advance case workflow between outsourced Tier 1 Support across 3 contracted call centers, Tier 2 Product Support, and Tier 3 Engineering Teams.
Achieved $3.6 million in savings through optimized contract management, formalizing tactical forecasting, and implementing strategic reductions in usage.
Aligns technology initiatives with broader business strategies and contract terms strategically, ensuring value-driven investments across a contract portfolio consisting of 47 vendors representing over $35 million in annual spend.
Mitigates risks, forecasts overages, and aligns contract terms with execution strategies, integrating business and technology strategies into a formal roadmap aligned with KPIs from both product and tech perspectives.
Communicates effectively with stakeholders, conveying impacts and decisions clearly, including managing outages, updates, and internal and external communication.
Leads innovation initiatives, including exploration of GenAI in client-facing products focusing on customer service enhancement.

Director

Key Projects

Cost Containment

Call Center + GenAI

Responsibilities

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