Senior Field Operations Representative

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

📋 Description

• Act as an advanced support resource for field associates and leaders, addressing complex and escalated operational inquiries.

• Research, analyze, and resolve significant operational issues that require elevated expertise and critical thinking skills.

• Coordinate resolution efforts among Operations, Technology, Facilities, Workforce Management, Field Sourcing, and other support functions.

• Serve as the main point of contact for escalated issues, ensuring timely communication and alignment among stakeholders.

• Investigate the root causes of recurring operational challenges and suggest corrective measures.

• Monitor operational trends, identify emerging issues, and proactively mitigate operational risks.

• Collaborate with cross-functional teams to eliminate operational barriers and enhance support effectiveness.

• Foster collaboration and drive issues to resolution.

• Maintain precise documentation of escalated cases, resolutions, and operational insights.

• Support initiatives aimed at improving processes to enhance workflows, service delivery, and operational efficiency.

• Ensure adherence to operational standards, policies, and procedures.

• Provide guidance on operational processes, systems, and best practices.

• Contribute to continuous improvement through knowledge sharing, problem-solving, and striving for operational excellence.

• Escalate enterprise-wide or high-risk issues and offer recommendations for long-term solutions.

⛳️ Requirements

• Associate's degree in a related field or equivalent experience through a combination of education and relevant work experience.

• 5 years of experience in pertinent roles.

• Experience in a matrixed environment.

• Exceptional oral, written, and interpersonal communication skills.

• Strong critical thinking abilities, collaboration skills, and a continuous improvement mindset.

• Proven history of establishing priorities and meeting deadlines.

• Preferred: Background in Technology, Facility, or Field Sourcing industries.

• Preferred: Familiarity with retail operations support.

🏝️ Benefits

• Competitive salary.

• 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 Preparation benefit.

• High-performing, connected culture.

• Continuous learning opportunities.

• Support for life both in and outside of work.

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