Lead Field Operations Manager
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Job Description
H&R Block operations leader directing field managers and GCC support teams. Improving workforce planning, service levels, process efficiency, and client-serving operations.
Responsibilities:
- Lead delivery of operational support services for field associates and leaders
- Provide leadership and direction to Field Operations Managers and their teams
- Oversee the Global Capability Center (GCC) support team
- Drive operational performance through workforce planning, service level management, process standardization, and continuous improvement
- Partner with cross-functional business leaders to align support strategies and resolve operational challenges
- Identify opportunities to improve processes, service delivery, and organizational effectiveness
- Develop team capabilities and foster a customer-focused culture
- Ensure support resources, tools, and training programs enable operational priorities
- Lead collaboration and performance management to deliver scalable, effective support for field needs
Requirements:
- 8+ years of progressive operational, customer support, workforce management, field operations, or related business experience
- 5+ years of people leadership experience, including leading managers and/or supervisors
- Experience managing operational performance through service level agreements (SLAs), productivity metrics, quality standards, or other operational measures
- Experience leading cross-functional initiatives and driving process improvements across multiple stakeholder groups
- Experience developing, coaching, and managing team performance in a fast-paced operational environment
- Preferred: experience leading large-scale field support, shared services, contact center, operations enablement, or service delivery organizations
- Preferred: experience supporting geographically dispersed or remote teams
- Preferred: experience working with global teams, outsourced partners, or Global Capability Center (GCC) organizations
- Preferred: experience implementing continuous improvement initiatives
- Preferred: experience supporting workforce planning, staffing models, resource allocation, or capacity planning activities
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
- Continuous learning and support for well-being
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