Manager, Field Operations – Service Delivery

🔥 0 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $80.8k - $129.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

👻 Ghost score 0%

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H&R Block

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1955

💸 Finance

👥 B2C

🤝 B2B

Finance • B2C • B2B

H&R Block is a U. S. -based tax preparation and financial services company that provides in-person and online tax filing, tax professionals, small business bookkeeping and payroll, and related financial products such as refund advances and prepaid cards. Founded in 1955, it operates retail tax offices, franchises, and digital platforms to serve consumers and small businesses with tax, accounting, and financial solutions.

📋 Description

• Lead delivery of operational support services across multiple specialty teams • Ensure consistent execution, service quality, and support performance • Provide leadership and direction to Field Operations Team Leads • Maintain accountability for ticket volume management, service level attainment, operational efficiency, and field satisfaction • Partner with supported business functions and field leadership to identify operational needs • Improve support processes and ensure a consistent support experience across specialties • Lead workforce planning, staffing decisions, capacity management, and development of frontline leaders and support teams • Drive operational excellence through performance monitoring, continuous improvement initiatives, standardized support practices, and stakeholder partnerships • Work with the Director of Field Operations on organizational priorities, service model evolution, and long-term operational effectiveness

🎯 Requirements

• Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience • 8 years’ experience in the design, development and delivery of leadership and professional development training programs • Leadership experience leading 1 or more people required • Experience leading high-volume support operations, service centers, help desks, contact centers, field support organizations, or similar operational environments • Experience establishing performance expectations, monitoring operational metrics, and driving improvements in service levels, quality, productivity, and customer satisfaction • Experience with workforce planning, staffing decisions, capacity management, workload balancing, and resource allocation • Ability to analyze operational data, identify trends, evaluate performance, and implement corrective actions • Preferred: Bachelor’s degree in Business, Management, Operations, Information Technology, or related field • Preferred: Experience leading multi-team support organizations in a retail, field operations, shared services, service delivery, or contact center environment • Preferred: Experience managing ticket-based support operations and service level performance metrics

🏖️ Benefits

• Competitive pay • Medical and prescription drug coverage for associates and eligible dependents • H&R Block Retirement Savings Plan (401(k) Plan) • Employee Assistance Program • (Virtual) fitness center programs • Associate discount program • Business Travel Accident Insurance • Associate Tax Prep benefit • Incentive compensation or short-term incentive plans may provide additional earnings