Senior Field Ops Specialist: Escalations & Improvement

H&R Block; Missouri; On-site; USD 25,000 - 39,000; Full time

Job summary

H&R Block is seeking a Senior Field Operations Specialist to provide advanced operational support to field associates and leaders. You will resolve complex issues through expert problem-solving and cross-functional collaboration, driving escalations and keeping operations aligned with standards.

Day to day you will analyze trends, coordinate with Operations, Technology, Facilities, and Workforce Management, document resolutions, and lead process improvements.

Qualifications

• Associate's degree in a related field or equivalent work experience.
• 5+ years of relevant field experience.
• Experience in a matrixed environment.
• Excellent oral, written, and interpersonal communication.
• Strong critical thinking, collaboration, and continuous improvement mindset.
• Proven ability to establish priorities and meet deadlines.

Responsibilities

• Serve as an advanced support resource for field associates and leaders, managing complex inquiries.
• Research, analyze, and resolve high-impact operational issues requiring elevated expertise.
• Coordinate resolution efforts with Operations, Technology, Facilities, and Workforce Management.
• Act as the primary point of contact for escalated issues and ensure timely stakeholder communication.
• Investigate root causes of recurring challenges and recommend corrective actions.
• Monitor operational trends and proactively address risks affecting field operations.
• Document escalated cases, resolutions, and insights for knowledge sharing.
• Lead process improvement initiatives to enhance workflows and service delivery.
• Ensure compliance with established standards, policies, and procedures.
• Provide guidance on processes, systems, and best practices to support field success.

Skills

Advanced communication

Critical thinking

Collaboration across teams

Prioritization and deadline management

Problem-solving expertise

Education

Associate's degree or equivalent

Experience-based equivalence

Job description

H&R Block is seeking a Senior Field Operations Specialist to provide advanced operational support to field associates and leaders. You will resolve complex issues through expert problem-solving and cross-functional collaboration, driving escalations and keeping operations aligned with standards.

Day to day you will analyze trends, coordinate with Operations, Technology, Facilities, and Workforce Management, document resolutions, and lead process improvements.