Associate manager, field operations

About the Role

The Field Operations Associate Manager is responsible for leading and developing a specialty-aligned team of Field Operations Representatives and Senior Field Operations Specialists who support field associates and leaders. This role provides day-to-day leadership, coaching, performance management, workforce planning, and operational oversight to ensure service level expectations and support objectives are achieved.

Day to day, you'll...

• serve as the primary leader for assigned associates, creating a culture of accountability, development, engagement, and continuous improvement.
• manage complex escalations, oversee operational performance, and partner 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.

Required Qualifications

• 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

Preferred Qualifications

• 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

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

$62,800.00 - $94,200.00/Yr.