About the Role
The Field Operations Manager, Service Delivery is responsible for leading the delivery of operational support services across multiple specialty teams, ensuring consistent execution, service quality, and support performance. This role provides leadership and direction to Field Operations Team Leads while maintaining overall accountability for ticket volume management, service level attainment, operational efficiency, and field satisfaction. The Manager partners closely with supported business functions and field leadership to identify operational needs, improve support processes, and ensure a consistent support experience across all specialties. This position is responsible for workforce planning, staffing decisions, capacity management, and the development of frontline leaders and support teams. The Field Operations Manager drives operational excellence through performance monitoring, continuous improvement initiatives, standardized support practices, and effective partnership with organizational stakeholders. The role works closely with the Director of Field Operations to support organizational priorities, service model evolution, and long-term operational effectiveness.
Day to day, you'll…
- lead, coach, and develop Field Operations Team Leads by providing performance management, leadership guidance, talent development, succession planning, and ongoing support for team effectiveness.
- oversee operational support delivery across all specialty teams, ensuring service levels, quality standards, productivity goals, and field support expectations are consistently achieved.
- monitor organizational performance metrics including ticket volume, SLA attainment, backlog management, escalation trends, service quality, and field satisfaction; implement corrective actions as needed.
- partner with supported business functions and field leadership to understand operational needs, address challenges, communicate priorities, and improve support outcomes.
- establish and maintain standardized support processes, best practices, performance expectations, and operating procedures across all specialty teams to promote consistency and operational effectiveness
- lead workforce planning, staffing decisions, capacity management, and workload balancing activities to ensure appropriate resource allocation and operational readiness.
- identify recurring issues, operational risks, and service delivery opportunities; lead continuous improvement initiatives that enhance support effectiveness and reduce operational friction.
- review escalation trends, support performance data, and customer feedback to drive service improvements, improve resolution effectiveness, and enhance the overall field support experience.
- collaborate with the Director and peer leaders to support organizational initiatives, operating model enhancements, service delivery improvements, and long-term strategic objectives.
- partner with GCC leadership to share best practices, operational learnings, performance insights, and process improvements that promote alignment across support organizations.
Required Qualifications
- Bachelor's degree in Business, Management, Operations, Information Technology, or a related field, or the equivalent through a combination of education and relevant work experience
- Seven years of experience in operations, customer support, service delivery, field operations, shared services, or related functions
- Three years of leadership experience with responsibility for managing people leaders, supervisors, team leads, or equivalent frontline leadership roles
- Demonstrated experience leading high-volume support operations, service centers, help desks, contact centers, field support organizations, or similar operational environments
- Proven experience establishing performance expectations, monitoring operational metrics, and driving improvements in service levels, quality, productivity, and customer satisfaction
- Experience with workforce planning, staffing decisions, capacity management, workload balancing, and resource allocation
- Demonstrated ability to analyze operational data, identify trends, evaluate performance, and implement corrective actions to improve business outcomes
- Experience leading cross-functional initiatives and building partnerships with business stakeholders to address operational challenges and improve service delivery
- Strong leadership, coaching, and talent development skills with a demonstrated ability to build high-performing teams and develop future leaders
Preferred Qualifications
- Experience leading multi-team support organizations in a retail, field operations, shared services, service delivery, or contact center environment
- Experience leading multi-team support organizations in a retail, field operations, shared services, service delivery, or contact center environment
- Experience managing ticket-based support operations and service level performance metrics
- Experience supporting multi-location field organizations and geographically dispersed workforces
- Experience leading operational process improvement, transformation, or continuous improvement initiatives
Why work for us
At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we've led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.
That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.
Pay Range Information
The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.
Pay Range
$80,800.00 - $129,300.00/Yr.