Field Operations Delivery Manager

H&R Block, Inc.

Missouri

On-site

USD 81,000 - 129,000

Full time

6 days ago

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Job summary

H&R Block, Inc. is seeking a Field Operations Manager, Service Delivery in Missouri to lead the delivery of operational support across multiple specialty teams, ensuring consistent execution, service quality, and strong field satisfaction.

You will coach Field Operations Team Leads, manage ticket volumes and SLAs, plan workforce capacity, and drive continuous improvement with business stakeholders to enable long‑term operational excellence.

Qualifications

Bachelor’s degree or equivalent in business, management, operations, or IT.
7+ years in operations or service delivery.
3+ years in leadership roles with frontline coaching.

Responsibilities

Lead, coach, and develop Field Operations Team Leads to drive performance and succession planning.
Oversee operational support delivery across all specialty teams to meet SLA, quality, and productivity goals.
Monitor metrics like ticket volume, SLA attainment, backlog, escalation trends, and field satisfaction; take corrective actions.
Partner with business functions and field leadership to address operational needs and improve outcomes.
Establish standardized processes, best practices, and operating procedures to ensure consistency.
Lead workforce planning, staffing decisions, and capacity management for operational readiness.
Identify recurring issues and drive continuous improvement to reduce friction in service delivery.
Review escalation trends and customer feedback to drive service improvements and better resolution.