Manager, Field Operations Service Delivery

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.

 

Day to day you'll...

• partner closely with supported business functions and field leadership to identify operational needs, improve support processes, and ensure a consistent support experience across all specialties.
• be responsible for workforce planning, staffing decisions, capacity management, and the development of frontline leaders and support teams.
• drive operational excellence through performance monitoring, continuous improvement initiatives, standardized support practices, and effective partnership with organizational stakeholders.
• work closely with the Director of Field Operations to support organizational priorities, service model evolution, and long-term operational effectiveness.

Required Qualifications

• Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience
• 8 years’ experience in the design, development and delivery of leadership and professional development training programs. Leadership experience leading 1 or more people required
• 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

Preferred Qualifications

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

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.