District Manager

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

📋 Description

• Oversee the comprehensive Second Look client experience throughout virtual fulfillment operations from initial intake to final resolution.

• Enhance client satisfaction, retention, communication, and quality outcomes.

• Track conversion rates, satisfaction levels, service standards, productivity, and retention metrics; recognize trends and apply enhancements.

• Lead, mentor, and cultivate managers and tax professionals within distributed virtual teams.

• Enforce accountability for performance expectations, service standards, client communications, and operational procedures.

• Assist in recruiting, onboarding, talent development, and conducting performance evaluations.

• Create performance management frameworks, reporting systems, weekly progress routines, and accountability structures.

• Define, test, and enhance workflows, service models, and operational processes utilizing feedback and performance data.

• Aid in workforce planning, hiring strategies, staffing coordination, and seasonal ramp executions.

• Collaborate with Product, Technology, Training, Operations, Field Leadership, and other stakeholders on objectives, processes, priorities, and roadmap initiatives.

• Monitor workload, queue health, productivity, staffing alignment, and workflow bottlenecks; implement risk mitigation strategies.

• Engage frontline teams, share best practices, and identify opportunities for continuous improvement.

• Develop and sustain training materials, job aids, documentation, and standard operating procedures.

⛳️ Requirements

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

• 5+ years of relevant experience, including leadership and effective management of field personnel, workforce planning, staffing, and goal-setting.

• Strong analytical, critical thinking, and problem-solving abilities.

• Capability to interpret data, manage multiple priorities, and meet deadlines.

• Established communication, interpersonal, facilitation, and relationship-building skills.

• Ability to work efficiently across all organizational levels and in diverse environments.

• Demonstrated emotional intelligence and capability to collaborate effectively while leading high-performing teams.

• Proficiency in Windows-based computer systems.

• Strong capacity for learning and applying technology in a business context.

• Must satisfy IRS e-file suitability requirements as outlined in IRS Publication 3112.

• Willingness to work an irregular schedule as dictated by business needs.

🏝️ Benefits

• Competitive pay.

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

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

• Employee Assistance Program.

• (Virtual) fitness center programs.

• Employee discount program.

• Business Travel Accident Insurance.

• Associate Tax Preparation benefit.

• Potential participation in incentive compensation or short-term incentive plans for additional earnings.

• Ongoing learning opportunities.

• Support for life both in and outside of work.