Director

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.

Service Portfolio

The following is a list of services I manage for H&R Block. I am responsible for (1) Budget, (2) Contract Negotiations, (3) Operational Support, and (4) Implementation and integrations. I maintain an Enterprise-Level strategic roadmap of internal business objectives supporting internal stakeholders as well as a technical roadmap supporting internal technical teams such as GenAI and Enterprise Architecture.