Field Operations Leader, Service Delivery Excellence

H&R Block, Inc.; Northern (KY); Hybrid; USD 81,000 - 129,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) plan

Job summary

H&R Block, Inc. seeks a Field Operations Manager, Service Delivery to lead operational support across specialty teams and coach Field Operations Team Leads. You will manage ticket volumes, SLAs, and field satisfaction while aligning with business priorities and workforce planning.

You will partner with field leadership and support functions to improve processes, drive continuous improvement, and enforce standardized operating practices across the organization.

Qualifications

• Bachelor’s degree or equivalent experience.
• 7 years in operations, customer support, service delivery, or related fields.
• 3 years in frontline leadership roles over people leaders or supervisors.
• Experience leading high-volume support operations and service centers.
• Proven ability to set and monitor performance expectations and metrics.
• Experience with workforce planning, staffing, capacity management, and workload balancing.
• Ability to analyze data, identify trends, and drive improvements.
• Experience leading cross-functional initiatives with business stakeholders.
• Strong leadership, coaching, and talent development skills.

Responsibilities

• Lead, coach, and develop Field Operations Team Leads with performance guidance and succession planning.
• Oversee operational support across all specialty teams to meet SLAs and quality standards.
• Monitor metrics like ticket volume, SLA attainment, backlog, escalation trends, and customer satisfaction.
• Partner with business functions and field leadership to address operational needs and priorities.
• Establish and enforce standardized support processes and operating procedures.
• Lead workforce planning, staffing decisions, capacity management, and workload balancing.
• Identify recurring issues and risks; drive continuous improvement initiatives.
• Review escalation trends and feedback to improve resolution and field experience.
• Collaborate with Director and peers on initiatives and service model improvements.
• Share best practices with GCC leadership to align across support organizations.

Skills

Leadership

Operations management

Service delivery

High-volume support

Workforce planning

Staffing decisions

Capacity management

Performance analytics

Cross-functional partnerships

Education

Bachelor’s degree in Business/Management/Operations/IT

Job description

H&R Block, Inc. seeks a Field Operations Manager, Service Delivery to lead operational support across specialty teams and coach Field Operations Team Leads. You will manage ticket volumes, SLAs, and field satisfaction while aligning with business priorities and workforce planning.

You will partner with field leadership and support functions to improve processes, drive continuous improvement, and enforce standardized operating practices across the organization.