Note: The job is a remote job and is open to candidates in USA. H&R Block is a tax services company focused on helping and inspiring confidence in clients and communities. The Associate Manager, Field Operations leads and develops field operations support teams while overseeing coaching, performance management, workforce planning, escalations, and operational performance to meet service level and support objectives.
Responsibilities
- Serves as the primary leader for assigned associates, creating a culture of accountability, development, engagement, and continuous improvement
- Manage complex escalations, oversees operational performance, and partners with business stakeholders to ensure effective service delivery and operational continuity
- Collaborate closely with peers, leadership, and support partners to promote standardized processes, share best practices, and enhance the overall field support experience
Skills
- Associate's degree in a related field or the equivalent through a combination of education and related work experience
- Five years of experience in operational support, customer support, service delivery, field operations, or related functions
- Demonstrated leadership experience, including coaching, mentoring, training, or leading teams in a fast-paced operational environment
- Experience managing complex operational issues, escalations, or cross-functional problem resolution activities
- Proven ability to analyze operational data, performance metrics, and service trends to identify opportunities for improvement
- Bachelor's degree in Business, Management, Operations, Information Technology, or related field
- Experience leading operational support teams in a service center, help desk, contact center, field operations, or shared services environment
- Experience supporting retail operations or multi-location field organizations
- Experience with performance management, workforce planning, scheduling, or service delivery metrics
Benefits
- 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.
- Qualifying associates can participate in the H&R Block Retirement Savings Plan (401(k) Plan).
- Qualifying associates can participate in the Employee Assistance Program.
- Qualifying associates can participate in (virtual) fitness center programs.
- Qualifying associates can participate in the associate discount program.
- Qualifying associates are automatically enrolled in Business Travel Accident Insurance.
- Associates receive Associate Tax Prep benefit.
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