Lead Field Operations Manager

H&R Block, Inc.; Northern (KY); Hybrid; USD 101,000 - 162,000; Full time

Job summary

H&R Block, Inc. is seeking a Lead Field Operations Manager to lead the delivery of operational support services for field offices and associates.

You will oversee Field Operations Managers and the GCC support team to ensure consistent, high-quality service across functions. In this role, you will drive performance through workforce planning, SLA management, and process standardization, while partnering with business leaders to improve processes and customer outcomes.

Qualifications

• 8+ years of progressive operational, customer support, workforce management, field operations, or related business experience.
• 5+ years of people leadership experience, including experience leading managers and/or supervisors.
• Experience managing operational performance through service level agreements (SLAs), productivity metrics, quality standards, or other operational measures.
• Experience leading cross-functional initiatives and driving process improvements across multiple stakeholder groups.
• Experience developing, coaching, and managing team performance in a fast-paced operational environment.

Responsibilities

• drive operational performance through workforce planning, service level management, process standardization, and continuous improvement initiatives that enhance the field support experience.
• partner closely with cross-functional business leaders to align support strategies, resolve operational challenges, and identify opportunities to improve processes, service delivery, and organizational effectiveness.
• be accountable for developing team capabilities, fostering a customer-focused culture, and ensuring support resources, tools, and training programs enable successful execution of operational priorities.
• lead the collaboration and performance management, this role ensures the organization delivers scalable and effective support that meets the evolving needs of the field.

Skills

Operational leadership

People leadership

SLA management

Cross-functional collaboration

Process improvement

Job description

About the Role

The Lead Field Operations Manager is responsible for leading the delivery of operational support services that enable field associates and leaders to effectively serve clients and operate their offices. This role provides leadership and direction to Field Operations Managers and their teams, while also overseeing the Global Capability Center (GCC) support team to ensure consistent, efficient, and high-quality service delivery across all supported functions.

Day to day, you'll...

• drive operational performance through workforce planning, service level management, process standardization, and continuous improvement initiatives that enhance the field support experience.
• partner closely with cross-functional business leaders to align support strategies, resolve operational challenges, and identify opportunities to improve processes, service delivery, and organizational effectiveness.
• be accountable for developing team capabilities, fostering a customer-focused culture, and ensuring support resources, tools, and training programs enable successful execution of operational priorities.
• lead the collaboration and performance management, this role ensures the organization delivers scalable and effective support that meets the evolving needs of the field.

Required Qualifications

• 8+ years of progressive operational, customer support, workforce management, field operations, or related business experience
• 5+ years of people leadership experience, including experience leading managers and/or supervisors
• Experience managing operational performance through service level agreements (SLAs), productivity metrics, quality standards, or other operational measures
• Experience leading cross-functional initiatives and driving process improvements across multiple stakeholder groups
• Experience developing, coaching, and managing team performance in a fast-paced operational environment

Preferred Qualifications

• Experience leading large-scale field support, shared services, contact center, operations enablement, or service delivery organizations
• Experience supporting geographically dispersed or remote teams
• Experience working with global teams, outsourced partners, or Global Capability Center (GCC) organizations
• Experience implementing continuous improvement initiatives that improve operational efficiency, service delivery, or customer experience
• Experience supporting workforce planning, staffing models, resource allocation, or capacity planning activities

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$101,200.00 - $161,900.00/Yr.