Manager, Field Operations Service Delivery

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

About the Role

The Field Operations Manager, Service Delivery is responsible for leading the delivery of operational support services across multiple specialty teams, ensuring consistent execution, service quality, and support performance. This role provides leadership and direction to Field Operations Team Leads while maintaining overall accountability for ticket volume management, service level attainment, operational efficiency, and field satisfaction. The Manager partners closely with supported business functions and field leadership to identify operational needs, improve support processes, and ensure a consistent support experience across all specialties. This position is responsible for workforce planning, staffing decisions, capacity management, and the development of frontline leaders and support teams. The Field Operations Manager drives operational excellence through performance monitoring, continuous improvement initiatives, standardized support practices, and effective partnership with organizational stakeholders. The role works closely with the Director of Field Operations to support organizational priorities, service model evolution, and long-term operational effectiveness.

Day to day, you’ll…

• lead, coach, and develop Field Operations Team Leads by providing performance management, leadership guidance, talent development, succession planning, and ongoing support for team effectiveness.
• oversee operational support delivery across all specialty teams, ensuring service levels, quality standards, productivity goals, and field support expectations are consistently achieved.
• monitor organizational performance metrics including ticket volume, SLA attainment, backlog management, escalation trends, service quality, and field satisfaction; implement corrective actions as needed.
• partner with supported business functions and field leadership to understand operational needs, address challenges, communicate priorities, and improve support outcomes.
• establish and maintain standardized support processes, best practices, performance expectations, and operating procedures across all specialty teams to promote consistency and operational effectiveness
• lead workforce planning, staffing decisions, capacity management, and workload balancing activities to ensure appropriate resource allocation and operational readiness.
• identify recurring issues, operational risks, and service delivery opportunities; lead continuous improvement initiatives that enhance support effectiveness and reduce operational friction.
• review escalation trends, support performance data, and customer feedback to drive service improvements, improve resolution effectiveness, and enhance the overall field support experience.
• collaborate with the Director and peer leaders to support organizational initiatives, operating model enhancements, service delivery improvements, and long-term strategic objectives.
• partner with GCC leadership to share best practices, operational learnings, performance insights, and process improvements that promote alignment across support organizations.

Required Qualifications

• Bachelor’s degree in Business, Management, Operations, Information Technology, or a related field, or the equivalent through a combination of education and relevant work experience
• Seven years of experience in operations, customer support, service delivery, field operations, shared services, or related functions
• Three years of leadership experience with responsibility for managing people leaders, supervisors, team leads, or equivalent frontline leadership roles
• Demonstrated experience leading high-volume support operations, service centers, help desks, contact centers, field support organizations, or similar operational environments
• Proven experience establishing performance expectations, monitoring operational metrics, and driving improvements in service levels, quality, productivity, and customer satisfaction
• Experience with workforce planning, staffing decisions, capacity management, workload balancing, and resource allocation
• Demonstrated ability to analyze operational data, identify trends, evaluate performance, and implement corrective actions to improve business outcomes
• Experience leading cross-functional initiatives and building partnerships with business stakeholders to address operational challenges and improve service delivery
• Strong leadership, coaching, and talent development skills with a demonstrated ability to build high-performing teams and develop future leaders

Preferred Qualifications

• Experience leading multi-team support organizations in a retail, field operations, shared services, service delivery, or contact center environment
• Experience leading multi-team support organizations in a retail, field operations, shared services, service delivery, or contact center environment
• Experience managing ticket-based support operations and service level performance metrics
• Experience supporting multi-location field organizations and geographically dispersed workforces
• Experience leading operational process improvement, transformation, or continuous improvement initiatives

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

$80,800.00 - $129,300.00/Yr.