District Manager – Virtual Fulfillment

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

📋 Description

• Deliver strategic and operational guidance for Virtual Tax Preparation and Fulfillment services.

• Ensure prompt, precise, and seamless client support via digital channels while achieving revenue, quality, and service objectives.

• Advocate for a client-centric culture emphasizing satisfaction, retention, communication, and trust.

• Track client feedback and performance metrics to enhance the digital client journey.

• Recruit, coach, mentor, and develop Associate Managers and Team Leaders.

• Foster accountability, engagement, inclusion, continuous improvement, and leadership development.

• Set goals and performance expectations throughout the organization.

• Utilize metrics, reporting, and operational reviews to enhance productivity, quality, and business outcomes.

• Formulate seasonal staffing plans, hiring strategies, onboarding programs, and capacity models.

• Assess workflows, tools, and operating procedures to increase efficiency and improve the virtual client experience.

• Manage transaction volume, revenue generation, productivity, conversion, and service-level performance.

• Execute action plans to reach and surpass financial targets.

• Collaborate with Product, Technology, Training, Marketing, Client Care, and Field Operations teams.

• Leverage operational, workforce, and client experience data to identify trends, resolve issues, eliminate barriers, and guide decision-making.

• Spearhead change management initiatives and support the advancement of H&R Block’s virtual service model.

⛳️ Requirements

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

• Over 5 years of related 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.

• Proven communication, interpersonal, facilitation, and relationship-building competencies.

• Ability to work effectively across all organizational levels and in diverse settings.

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

• Proficient with Windows-based computer systems.

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

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

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

🏝️ Benefits

• Competitive pay.

• Medical and prescription drug coverage for associates and eligible 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 Prep benefit.

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