Senior Field Operations Representative

H&R Block, Inc.; Northern (KY); Hybrid; USD 2,536,000 - 3,808,000; Full time

Job summary

H&R Block, Inc. is seeking a Senior Field Operations Specialist to provide advanced operational support to field associates and leaders, resolving complex issues through expert problem-solving and cross-functional collaboration.

You will manage escalated operational issues, drive process improvements, and ensure compliance with standards while partnering with Operations, Technology, Facilities, and Field Sourcing to deliver effective solutions.

Qualifications

• Minimum 5 years in a relevant role.
• Experience working in a matrixed environment.
• Advanced oral and written communication skills.

Responsibilities

• Provide advanced operational support to field staff and leaders.
• Research, analyze, and resolve high-impact operational issues.
• Coordinate resolution across Operations, Technology, Facilities, and other teams.
• Act as primary contact for escalated issues and ensure timely updates.

Skills

5+ years experience

Matrixed environment

Strong communication

Problem solving

Education

Associate's degree

Job description

About the Role

As a Senior Field Operations Specialist, you'll provide advanced operational support to field associates and leaders, resolving complex issues through expert problem-solving and cross-functional collaboration.

You’ll manage escalated operational issues and coordinate with multiple business partners to deliver effective solutions. Success requires strong analytical skills, exceptional communication abilities, and the capacity to collaborate across diverse teams.

As a Senior Field Operations Specialist, you’ll manage escalated operational issues, drive process improvements, and ensure compliance with operational standards.

Day to day you will...

• Serve as an advanced support resource for field associates and leaders, managing complex and escalated operational inquiries.
• Research, analyze, and resolve high-impact operational issues that require elevated expertise and critical thinking.
• Coordinate resolution efforts across Operations, Technology, Facilities, Workforce Management, Field Sourcing, and other support functions.
• Act as the primary point of contact for escalated issues, ensuring timely communication and stakeholder alignment throughout the resolution process.
• Investigate root causes of recurring operational challenges and recommend corrective actions.
• Monitor operational trends, identify emerging issues, and proactively address risks that may impact field operations.
• Partner with cross-functional teams to remove operational barriers and improve support effectiveness.
• Ensure continuity of support for field teams by facilitating collaboration and driving issue resolution to completion.
• Maintain accurate documentation of escalated cases, resolutions, and operational insights.
• Support process improvement initiatives by identifying opportunities to enhance workflows, service delivery, and operational efficiency.
• Ensure compliance with established operational standards, policies, and procedures.
• Provide guidance and expertise on operational processes, systems, and best practices to support field success.
• Contribute to a culture of continuous improvement through knowledge sharing, problem-solving, and operational excellence.
• Escalate enterprise-wide or high-risk issues as appropriate while providing recommendations for long-term solutions.

Required Qualifications

• Associate's degree in a related field or the equivalent through a combination of education and related work experience
• 5 years of experience in relevant roles
• Experience working in a matrixed environment
• Advanced oral, written, and interpersonal communication skills.
• Strong critical thinking, collaboration, and continuous improvement mindset.
• Demonstrated track record of establishing priorities and meeting deadlines.

Preferred Qualifications

• Technology, Facility, Field Sourcing industry background
• Knowledge of retail operations support

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

$18.41 - $27.64/Hr.