Manager, Field Operations Service Delivery

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

📋 Description

• Oversee the provision of operational support services across various specialized teams

• Ensure uniform execution, quality of service, and performance of support

• Offer leadership and guidance to Field Operations Team Leads

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

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

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

• Manage workforce planning, staffing choices, capacity management, and the development of frontline leaders and support teams

• Propel operational excellence through performance monitoring, continuous improvement initiatives, standardized support practices, and stakeholder collaborations

• Collaborate with the Director of Field Operations on organizational priorities, evolution of service models, and long-term operational efficiency

⛳️ Requirements

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

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

• Proven leadership experience managing one or more individuals is required

• Demonstrated expertise in overseeing high-volume support operations, service centers, help desks, contact centers, field support organizations, or similar operational settings

• Established experience in setting performance expectations, monitoring operational metrics, and driving enhancements in service levels, quality, productivity, and customer satisfaction

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

• Proven capability to analyze operational data, identify trends, assess performance, and implement corrective measures to enhance business outcomes

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

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

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

🏝️ Benefits

• 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

• Competitive pay

• Comprehensive benefits

• Support for life both in and outside of work

• Continuous learning