Field Operations Lead & People Development

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

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.