Lead Field Operations Manager

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

📋 Description

• Lead the provision of operational support services for field associates and leadership teams.

• Provide guidance and direction to Field Operations Managers and their respective teams.

• Manage the Global Capability Center (GCC) support team.

• Enhance operational performance through workforce planning, service level management, process standardization, and ongoing improvement.

• Collaborate with cross-functional business leaders to align support strategies and address operational challenges.

• Identify opportunities for improving processes, service delivery, and organizational efficiency.

• Cultivate team capabilities and promote a customer-centric culture.

• Ensure that support resources, tools, and training programs are aligned with operational priorities.

• Drive collaboration and performance management to provide scalable, effective support for field operations.

⛳️ Requirements

• A minimum of 8 years of progressive experience in operations, customer support, workforce management, field operations, or a related field.

• At least 5 years of experience in people leadership, including overseeing managers and/or supervisors.

• Proven experience in managing operational performance through service level agreements (SLAs), productivity metrics, quality standards, or other operational measurements.

• Demonstrated experience in leading cross-functional initiatives and driving process improvements across various stakeholder groups.

• Experience in developing, coaching, and managing team performance in a fast-paced operational setting.

• Preferred: experience in leading large-scale field support, shared services, contact center, operations enablement, or service delivery organizations.

• Preferred: experience in supporting geographically dispersed or remote teams.

• Preferred: experience working with global teams, outsourced partners, or Global Capability Center (GCC) organizations.

• Preferred: experience in implementing continuous improvement initiatives.

• Preferred: experience in supporting workforce planning, staffing models, resource allocation, or capacity planning activities.

🏝️ Benefits

• Competitive compensation.

• 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 Preparation benefit.

• Continuous learning opportunities and support for well-being.