Manager, Field Operations

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

📋 Description

• Oversee programs, systems, reporting, analytics, knowledge management, and training operations that support the Field Operations team.

• Provide strategic leadership and guidance to a team of Project Managers tasked with knowledge article governance, training development, operational analytics, reporting, dashboards, and technology platforms.

• Collaborate with Field Operations leadership, associated business functions, and technology teams to ensure that tools, processes, data, and resources facilitate efficient and consistent services.

• Enhance operational effectiveness through process improvements, project execution, technology optimization, reporting solutions, and organizational readiness initiatives.

• Aid in service delivery performance, continuous improvement efforts, and the long-term development of the Field Operations operating model.

• Work alongside the Director and operational leaders to enhance associate capability, organizational efficiency, and the field support experience.

⛳️ Requirements

• A Bachelor's degree in Business, Project Management, Operations, Information Technology, Organizational Development, Data Analytics, or a related field, or equivalent experience combining education and relevant work history.

• A minimum of 8 years of experience in project management, program management, business operations, process improvement, service delivery, analytics, technology enablement, or related areas.

• At least 3 years of leadership experience managing project managers, analysts, program managers, or other professional-level personnel.

• Proven experience in leading multiple concurrent projects, initiatives, or operational programs across various cross-functional organizations.

• Experience in collaborating with business leaders to identify requirements, prioritize tasks, and implement solutions that enhance operational effectiveness.

• Background in managing reporting, analytics, knowledge management, training, technology platforms, or process improvement functions.

• Strong analytical and problem-solving abilities, capable of evaluating complex business challenges and formulating effective solutions.

• Proven capability to influence stakeholders and achieve results in a matrixed environment without direct authority over all involved parties.

• Advanced verbal, written, presentation, and facilitation skills, with the ability to communicate effectively across all organizational levels.

• Preferred: Experience in supporting service delivery, shared services, contact centers, field operations, or operational support organizations.

• Preferred: Familiarity with Salesforce, reporting platforms, dashboard development, workflow automation, knowledge management systems, or learning management systems.

• Preferred: Experience in driving business transformation, operational readiness, process improvement, or change management initiatives.

🏝️ Benefits

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

• Competitive salary.

• Comprehensive benefits package.

• Support for personal and professional life.

• Continuous learning opportunities.

• High-performing, connected culture.