John Hiller

Director of Product Management and Client Experience at H&R Block

Prairie Village, KS

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About

• Client-focused enterprise scale product and transformation leader • Achieve strategic business objectives through robust technology solutions • Lead and mentor geographically dispersed teams • Analyze and improve complex processes • Deep expertise in agile and traditional product delivery methodologies • Communicate effectively across all audience sizes and compositions

Ask me about
Product Management
Agile Delivery
Retail Operations
Tax Industry
Process Improvement
Product-Technology Transformation
Labor Management and Scheduling
Customer Experience
Work experience
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Mar 2017 - Present

H&R Block

Director of Product Management and Client Experience

• Lead product management team for products that serve 11 million clients in 11,000 office locations worldwide, generate $2.6 billion in revenue, and provide $40 billion in refunds and credits for clients • Lead product management of tax preparation, billing and payment, staffing and appointments, client portal, and CRM/workflow • Lead new virtual tax preparation product, Tax Pro Go – increased YOY clients 250% and 14 pt NPS lift • Improved engagement with users across various channels including collaborative idea generation portal, intranet community forum, focus groups, various leadership councils, trade show expos, etc. • Manager Quality Index (MQI) of 100% with 13 team members

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Apr 2014 - Mar 2017

H&R Block

Director, Product Management

• Led a multi-year initiative to replace H&R Block’s legacy tax preparation system with a new software product package – described by the CEO as the biggest change for the company in over 20 years • Led a team of directors and extended leadership teams in the key areas of Product, Training, IT, Change Management/Adoption, Support, and Communications with a $20-35MM annual budget • Lead ongoing product owner team for tax preparation and payment systems, through which H&R Block serves over 12 million clients in 11,000 office locations worldwide, generates over $40 billion in refunds and credits for clients, and produces over $2.5 billion in revenue • Oversee numerous work streams and manage many business stakeholder relationships and dependencies across company divisions using an Agile/Scrum approach • Serve as the primary product “face” to all customer groups, including presenting and soliciting user feedback in fora from large conference stages to expo booths to top-level leadership councils • Improved engagement and feedback from product users across various channels including collaborative idea generation portal, intranet community forum, focus groups, select user representatives across the country, various leadership councils, trade show expos, etc.

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Sep 2013 - Apr 2014

H&R Block

Director, Operations Center of Excellence

• Led a team of over 300 associates in a highly diverse range of back office functions covering 200 processes to support 90,000 field and headquarters personnel • Implemented metrics-based tracking and dashboard for visibility to real-time status • Led redesign of seasonal hiring process (supporting 60,000 seasonal associates), achieving major improvement – reduced time-to-hire by 92%, manual interventions by 91%, and support labor by 75% • Supported H&R Block Tax Training School – similar in “hours trained” to some of the largest universities in the U.S. – producing virtual training classes, managing instructor-led and web-based course delivery, and providing end-to-end support for all learners and instructors • Other major functional areas included financial/bookkeeping for 11,000 tax offices, HR front-line support, sourcing support, school licensing and business tax and licensing across the country, fraud management, and client claim management (errors & complaints)

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Nov 2012 - Sep 2013

H&R Block

Program Director, Retail Operations

• Collaborated with leaders across Retail Operations to identify process improvement opportunities and facilitate analysis and implementation of selected changes • Led product redesign, implementation, problem resolution, and major enhancements using Agile/Scrum methodology for Enterprise Workflow tool supporting nationwide operations teams to facilitate and track progress in mission-critical processes for 6,000 offices • Managed relationship with U.S. military base national and local leaders for 100 military office locations nationwide and internationally, requiring over 70 contracts to be renegotiated and renewed annually • Led team of coaches trained in the Four Disciplines of Execution (4DX) operational excellence method to prepare and support 22 Certified Managers across Retail Operations Support for departmental rollout and execution by over 250 field team members • Facilitated executive planning and communication related to closure of 500 retail offices in Walmart locations • Led project manager team to analyze field telecom usage in 6,000 offices and identify improvement and cost saving opportunities

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Dec 2009 - Nov 2012

H&R Block

Program and Product Manager

• Responsible for business and technical ownership of complex, high-impact programs • Led diverse business and technical teams using Agile and traditional project and program methodologies • Managed business and technical product ownership for H&R Block’s core tax software suite that is used by 90,000 tax professionals, annually completes 15 million tax returns, generates $2.9 billion in revenue, and facilitates over $40 billion in client refunds and credits • Led cross-functional team of business product owners in planning new, comprehensive tax software for 90,000 internal and 18 million external clients across retail, online, and mobile channels • Managed $6MM project to provide electronic signature capabilities with high legal and technical complexity to 11,000 company and franchise tax offices and 90,000 tax professionals • Promoted distributed innovation through initiation, launch, and management of internal website designed to solicit and prioritize ideas from front-line associates (over 3,500 submissions, 185,000 votes, and 17,000 comments in six months) • Managed various steering committees with numerous senior executive members • Regularly delivered training and interactive presentations (audiences from ten to hundreds)

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Oct 2007 - Dec 2009

H&R Block

Sr. Project Manager

• Responsible for managing high-complexity, high-risk, multi-channel integration programs • Managed team of employee and contractor project managers and business analysts and matrix-managed program team of more than 150 geographically dispersed team members • Developed innovative combinations of Agile and waterfall methodologies to meet program requirements within various environmental and organizational constraints • Managed major enhancements to high-capacity, high-scale electronic tax filing system, integrating dozens of front and back-end systems to implement real-time communications • Led $3MM program to deliver new, state-of-the-art electronic tax filing system – no production issues due to robust contingency planning and execution that ensured performance and reliability • Initiated and implemented real-time environment monitoring solution to identify and resolve hidden technical failures in the core enterprise services platform that had been unidentified for over a year • Developed and delivered training on financial management of projects and programs • Selected by senior leaders to attend yearlong Leadership Program conducted by UMKC Bloch School

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Nov 2006 - Oct 2007

H&R Block

Project Manager

• Responsible for delivering individual projects and overseeing a program of eight projects to implement new technology platforms across the enterprise • Rescued large, distressed project and managed complex product launch to 10,000 tax preparers • Collaborated closely with Architecture team to create multi-year roadmap for all applications and teams involved in new platform and product roll out • Facilitated analysis across IT senior leaders to identify potential impacts and opportunities from reduction-in-force related to efficiencies gained from technology stack overhaul

Jan 2006 - Nov 2006

Embarq Telecom

Project Manager

• Proactively engaged business project leaders to provide fast-track support for high priority projects identified as distressed or underperforming within standard process structure • Represented business interests as Business Project Manager in addition to technical role • Managed fast-response SME teams to identify and address reoccurring problems • Prioritized, delegated, drove, and tracked problem resolution for high severity issues • Managed resolution of assignment disputes and difficulties in Root Cause Analysis • Developed reporting processes and tools for team management and executive visibility • Initiated and managed internal team cross-training sessions to maximize benefit from diverse skills and experience levels on the team • Trained new team members on processes and procedures

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Dec 2004 - Dec 2005

Sprint

Technical Project and Program Manager - Availability Management

• Managed fast-response SME teams to identify and address poor performance and availability in critical business applications • Created, enhanced, and presented frequent executive reports on the status of dozens of key projects and dynamic business availability metrics • Improved the primary project tracking tool and trained team members on its effective use, which resulted in significant benefits in reporting and streamlining work between team members. • Trained fellow teammates on productivity enhancement by improved use of standard office software tools and custom-built team tools

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May 2004 - Nov 2004

Sprint

Technical Project and Program Manager – Proactive Problem Management

• Developed strategies for analyzing Problem and Incident tickets to identify hidden trends • Built and maintained SQL database and custom queries to support thorough and repeatable analysis • Assembled and led SME teams to research and resolve problems identified through trend analysis

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Apr 2003 - May 2004

Sprint

Technical Project and Program Manager – Customer Experience and Availability Management

• Monitored and enhanced customer experience for key use cases across the Sprint website • Identified root cause and drove corrective action for degradation in customer experience related to technical systems • Conducted monthly presentations to VP and staff on overall web customer experience, high severity outages, and corrective action plans • Designed synthetic transactions to monitor availability and performance of site • Advised academic researchers on potential for modeled load and performance testing • Evaluated various customer experience vendors and delivered detailed recommendation • Trained in ITIL Availability Management and implemented best practices related to outage prevention

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1999 - 2003

Accenture

Consultant

Multiple engagements in the technology and telecommunications sectors

Education

1995 - 1999

University of Kansas

BA, Economics, English Literature

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