Associate Manager, Field Operations
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Job Description
H&R Block field operations manager leading representatives and specialists. Overseeing coaching, escalations, workforce planning, and service delivery for field associates.
Responsibilities:
- Lead and develop a specialty-aligned team of Field Operations Representatives and Senior Field Operations Specialists
- Provide day-to-day leadership, coaching, performance management, workforce planning, and operational oversight
- Ensure service level expectations and support objectives are achieved
- Serve as the primary leader for assigned associates
- Create a culture of accountability, development, engagement, and continuous improvement
- Manage complex escalations
- Oversee operational performance
- Partner with business stakeholders to ensure effective service delivery and operational continuity
- Collaborate with peers, leadership, and support partners to promote standardized processes
- Share best practices and enhance the overall field support experience
Requirements:
- Associate's degree in a related field or the equivalent through a combination of education and related work experience
- Five years of experience in operational support, customer support, service delivery, field operations, or related functions
- Demonstrated leadership experience, including coaching, mentoring, training, or leading teams in a fast-paced operational environment
- Experience managing complex operational issues, escalations, or cross-functional problem resolution activities
- Proven ability to analyze operational data, performance metrics, and service trends to identify opportunities for improvement
- Preferred: Bachelor's degree in Business, Management, Operations, Information Technology, or related field
- Preferred: Experience leading operational support teams in a service center, help desk, contact center, field operations, or shared services environment
- Preferred: Experience supporting retail operations or multi-location field organizations
- Preferred: Experience with performance management, workforce planning, scheduling, or service delivery metrics
Benefits:
- Medical and prescription drug coverage for qualifying 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
- Competitive pay
- Comprehensive benefits
- Support for life both in and outside of work
- Incentive compensation or short-term incentive plans may provide additional earnings
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