Director, Field Operations & Global Support

H&R Block, Inc.; Missouri; On-site; USD 101,000 - 162,000; Full time

Benefits offered by this job

Health benefits

Job summary

H&R Block, Inc. is seeking a Lead Field Operations Manager to guide the delivery of office support services, enabling field associates and leaders to serve clients effectively.

You will lead Field Operations Managers and the GCC support team to ensure consistent, high-quality service across all offices. Day-to-day, you will drive performance through workforce planning, SLA management, and process standardization, while partnering with cross-functional leaders to improve service delivery and

Qualifications

• 8+ years in operations, customer support, or field operations.
• 5+ years of people leadership, including managers/supervisors.
• Experience managing performance via SLAs and metrics.
• Experience leading cross-functional initiatives across multiple groups.
• Experience coaching and developing teams in fast-paced environments.

Responsibilities

• Drive performance through workforce planning, SLA management, process standardization, and continuous improvement initiatives.
• Partner with cross-functional leaders to align support strategies, resolve operational challenges, and improve processes and service delivery.
• Develop team capabilities, coaching, and training programs to enable execution of priorities.
• Lead collaboration and performance management to ensure scalable, effective support for the field.

Skills

Operational leadership

People leadership

SLA management

Cross-functional collaboration

Performance coaching

Workflow optimization

Job description

H&R Block, Inc. is seeking a Lead Field Operations Manager to guide the delivery of office support services, enabling field associates and leaders to serve clients effectively.

You will lead Field Operations Managers and the GCC support team to ensure consistent, high-quality service across all offices. Day-to-day, you will drive performance through workforce planning, SLA management, and process standardization, while partnering with cross-functional leaders to improve service delivery and