Manager, Field Operations – Service Delivery

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

📋 Description

• Oversee the delivery of operational support services across various specialty teams

• Guarantee consistent execution, service quality, and performance of support

• Provide leadership and guidance to Field Operations Team Leads

• Maintain responsibility for managing ticket volumes, achieving service levels, ensuring operational efficiency, and enhancing field satisfaction

• Collaborate with supported business functions and field leadership to identify operational requirements

• Enhance support processes and ensure a uniform support experience across specialties

• Lead workforce planning, make staffing decisions, manage capacity, and develop frontline leaders and support teams

• Promote operational excellence through performance monitoring, continuous improvement initiatives, standardized support practices, and collaboration with stakeholders

• Collaborate with the Director of Field Operations on organizational priorities, evolving service models, and ensuring long-term operational effectiveness

⛳️ Requirements

• Bachelor’s degree in a relevant field or equivalent experience through a combination of education and related work experience

• 8 years of experience in designing, developing, and delivering leadership and professional development training programs

• Required: Leadership experience overseeing one or more individuals

• Experience managing high-volume support operations, service centers, help desks, contact centers, field support organizations, or similar operational settings

• Proven track record in establishing performance expectations, monitoring operational metrics, and driving enhancements in service levels, quality, productivity, and customer satisfaction

• Experience in workforce planning, staffing decisions, capacity management, workload balancing, and resource allocation

• Ability to analyze operational data, identify trends, assess performance, and implement corrective measures

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

• Preferred: Experience leading multi-team support organizations within retail, field operations, shared services, service delivery, or contact center environments

• Preferred: Experience managing ticket-based support operations and service level performance metrics

🏝️ 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 Prep benefit

• Incentive compensation or short-term incentive plans may provide additional earnings