Field Operations Leader & Team Development

H&R Block; Missouri; On-site; USD 63,000 - 94,000; Full time

Job summary

H&R Block seeks a Field Operations Associate Manager to lead a specialty-aligned team supporting field associates and leaders. You’ll provide daily leadership, coaching, performance management, and workforce planning to ensure service levels and commitments are met.

You’ll collaborate with stakeholders to resolve escalations, improve readiness, and standardize operating practices across teams for consistent service delivery across locations.

Qualifications

• Associate’s degree in a related field or equivalent through education/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
• Experience managing complex operational issues, escalations, or cross-functional problem resolution
• Ability to analyze operational data, performance metrics, and service trends to identify improvements
• Strong written, verbal, and interpersonal communication skills
• Ability to prioritize competing demands and manage multiple workstreams to meet SLAs
• Experience developing operational processes, procedures, knowledge articles, or training materials
• Strong critical thinking, decision-making, and problem-solving skills
• Proficiency with Microsoft Office and experience with case management, ticketing, WFM, or OSS

Responsibilities

• Lead, coach, and develop a team of Field Operations Representatives and Specialists through regular meetings, development planning, and coaching
• Manage associate performance with expectations, reviews, recognition, and corrective actions
• Support staffing and talent management including workforce planning, hiring, onboarding, succession planning, and retention
• Review workloads, service levels, ticket volume, backlog trends, and priorities to align resources
• Manage complex escalations and coordinate resolution across partners
• Monitor performance metrics, customer satisfaction trends, quality results, and support effectiveness
• Partner with stakeholders to address challenges, readiness activities, and improve service delivery
• Establish consistent processes and service expectations across specialty teams
• Support implementation of initiatives, process changes, system enhancements, and adoption
• Share insights and best practices to drive continuous improvement

Skills

Leadership

Communication

Analytical skills

MS Office

Case management systems

Problem solving

Workforce management

Ticketing systems

Education

Associate degree

Bachelor’s degree (Business/Related)

Tools

Case management software

Ticketing systems

Workforce management software

Operational support systems

Job description

H&R Block seeks a Field Operations Associate Manager to lead a specialty-aligned team supporting field associates and leaders. You’ll provide daily leadership, coaching, performance management, and workforce planning to ensure service levels and commitments are met.

You’ll collaborate with stakeholders to resolve escalations, improve readiness, and standardize operating practices across teams for consistent service delivery across locations.