Manager, Field Operations – Service Delivery
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Job Description
Field Operations Manager leading high-volume support operations and service delivery for H&R Block’s tax services. Driving workforce planning, metrics, process improvement, and field satisfaction.
Responsibilities:
- 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
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