Associate Manager, Field Operations

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Lead and cultivate a team of Field Operations Representatives and Senior Field Operations Specialists aligned with specialty areas.

• Provide daily leadership, coaching, performance management, workforce planning, and operational oversight.

• Ensure that service level expectations and support objectives are met.

• Act as the primary leader for the designated associates.

• Foster a culture of accountability, development, engagement, and continuous improvement.

• Manage intricate escalations effectively.

• Supervise operational performance.

• Collaborate with business stakeholders to ensure efficient service delivery and operational continuity.

• Work alongside peers, leadership, and support partners to advocate for standardized processes.

• Share best practices and improve the overall field support experience.

⛳️ Requirements

• Associate's degree in a relevant field or an equivalent combination of education and related work experience.

• A minimum of five years of experience in operational support, customer support, service delivery, field operations, or similar roles.

• Proven leadership experience, including coaching, mentoring, training, or guiding teams in a dynamic operational environment.

• Experience in managing complex operational issues, escalations, or cross-functional problem resolution activities.

• Established ability to analyze operational data, performance metrics, and service trends to uncover improvement opportunities.

• Preferred: Bachelor's degree in Business, Management, Operations, Information Technology, or a related discipline.

• Preferred: Experience in leading operational support teams in a service center, help desk, contact center, field operations, or shared services setting.

• Preferred: Experience in supporting retail operations or multi-location field organizations.

• Preferred: Experience with performance management, workforce planning, scheduling, or service delivery metrics.

🏝️ Benefits

• Medical and prescription drug coverage for eligible associates and dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• Virtual fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Preparation benefit.

• Competitive pay.

• Comprehensive benefits package.

• Support for life both in and outside of work.

• Potential for incentive compensation or short-term incentive plans to provide additional earnings.