Associate Manager, Field Operations

H&R Block, Inc.; Northern (KY); Hybrid; USD 63,000 - 94,000; Full time

Job summary

H&R Block is looking for a Field Operations Associate Manager to lead a specialty-aligned team and ensure service delivery excellence across field operations. You’ll coach, develop, and manage performance while coordinating staffing, escalations, and continuous improvement initiatives.

You will partner with stakeholders to maintain standardized processes, monitor metrics, and drive readiness for new initiatives.

Qualifications

• Associate's degree or equivalent education/experience.
• 5 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.
• Strong written, verbal, and interpersonal communication skills with the ability to communicate effectively with associates, leaders, business partners, and vendors.
• Demonstrated ability to prioritize competing demands, manage multiple workstreams, and meet service level commitments in a dynamic environment.
• Experience developing, documenting, or maintaining operational processes, procedures, knowledge articles, or training materials.
• Strong critical thinking, decision-making, and problem-solving skills with the ability to exercise sound judgment in complex situations.
• Proficiency with Microsoft Office applications and experience working with case management, ticketing, workforce management, or operational support systems.

Responsibilities

• Lead, coach, and develop a team of Field Operations Representatives and Field Operations Specialists through regular one-on-one meetings, development planning, performance discussions, team meetings, and ongoing coaching activities.
• Manage associate performance by establishing expectations, monitoring results, conducting quarterly and annual performance reviews, recognizing successes, and addressing performance concerns as necessary.
• Support staffing and talent management activities including workforce planning, interviewing, hiring, onboarding, succession planning, and retention efforts.
• Review workloads, service levels, ticket volume, backlog trends, and operational priorities to ensure resources are aligned with business needs and support commitments.
• Manage complex operational and technical escalations, providing guidance and leadership to associates while coordinating issue resolution activities across business partners.
• Monitor operational performance metrics, customer satisfaction trends, quality results, and support effectiveness; identify opportunities for improvement and corrective action.
• Partner with business stakeholders, field leadership, and cross-functional teams to address operational challenges, support readiness activities, and improve service delivery.
• Establish and reinforce consistent processes, operating practices, and service expectations across assigned specialty teams while partnering with peers to promote organizational consistency.
• Support implementation of operational initiatives, process changes, system enhancements, and organizational priorities while ensuring associate readiness and adoption.
• Share operational insights, performance trends, and best practices with leadership and peer teams while contributing to continuous improvement initiatives.

Skills

Leadership experience

Coaching

Team management

Performance analytics

Communication

MS Office

Education

Bachelor's degree

Tools

Microsoft Office

Case management systems

Ticketing systems

Workforce management tools

Job description

About the Role

The Field Operations Associate Manager is responsible for leading and developing a specialty-aligned team of Field Operations Representatives and Senior Field Operations Specialists who support field associates and leaders. This role provides day-to-day leadership, coaching, performance management, workforce planning, and operational oversight to ensure service level expectations and support objectives are achieved. The Associate Manager serves as the primary leader for assigned associates, creating a culture of accountability, development, engagement, and continuous improvement. In addition to people leadership responsibilities, this role manages complex escalations, oversees operational performance, and partners with business stakeholders to ensure effective service delivery and operational continuity. The Associate Manager collaborates closely with peers, leadership, and support partners to promote standardized processes, share best practices, and enhance the overall field support experience.

Day to day, you’ll…

• lead, coach, and develop a team of Field Operations Representatives and Field Operations Specialists through regular one-on-one meetings, development planning, performance discussions, team meetings, and ongoing coaching activities.
• manage associate performance by establishing expectations, monitoring results, conducting quarterly and annual performance reviews, recognizing successes, and addressing performance concerns as necessary.
• support staffing and talent management activities including workforce planning, interviewing, hiring, onboarding, succession planning, and retention efforts.
• review workloads, service levels, ticket volume, backlog trends, and operational priorities to ensure resources are aligned with business needs and support commitments,
• manage complex operational and technical escalations, providing guidance and leadership to associates while coordinating issue resolution activities across business partners.
• monitor operational performance metrics, customer satisfaction trends, quality results, and support effectiveness; identify opportunities for improvement and corrective action.
• partner with business stakeholders, field leadership, and cross-functional teams to address operational challenges, support readiness activities, and improve service delivery.
• establish and reinforce consistent processes, operating practices, and service expectations across assigned specialty teams while partnering with peers to promote organizational consistency.
• support implementation of operational initiatives, process changes, system enhancements, and organizational priorities while ensuring associate readiness and adoption.
• share operational insights, performance trends, and best practices with leadership and peer teams while contributing to continuous improvement initiatives.

Required Qualifications

• 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
• Strong written, verbal, and interpersonal communication skills with the ability to communicate effectively with associates, leaders, business partners, and vendors
• Demonstrated ability to prioritize competing demands, manage multiple workstreams, and meet service level commitments in a dynamic environment
• Experience developing, documenting, or maintaining operational processes, procedures, knowledge articles, or training materials
• Strong critical thinking, decision-making, and problem-solving skills with the ability to exercise sound judgment in complex situations
• Proficiency with Microsoft Office applications and experience working with case management, ticketing, workforce management, or operational support systems

Preferred Qualifications

• Bachelor's degree in Business, Management, Operations, Information Technology, or related field
• Experience leading operational support teams in a service center, help desk, contact center, field operations, or shared services environment
• Experience supporting retail operations or multi-location field organizations
• Experience with performance management, workforce planning, scheduling, or service delivery metrics
• Specialty-specific experience in Facilities, Technology Support, Workforce Management, Supply Chain, or related operational functions

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$62,800.00 - $94,200.00/Yr.