District Manager, Second Look

H&R Block•Remote, MO

1d•$91,000 - $145,600•Remote

About The Position

The District Manager, Second Look is responsible for leading and optimizing Second Look virtual fulfillment operations with a focus on delivering exceptional client service, improving client retention, driving operational performance, and achieving high-quality outcomes. This role owns the execution of the Second Look operating model and ensures consistent delivery against service, product, productivity, revenue, and client experience goals. Working cross-functionally with Product, Operations, Training, Technology, Field Leadership, and other key stakeholders, the District Manager refines service models, improves workflows, implements scalable processes, and drives data-informed operational enhancements. This leader also maintains strong frontline engagement to ensure alignment between business strategy and day-to-day execution while fostering a high-performing, client-centric virtual team environment.

Requirements

Bachelor's degree in a related field or an equivalent combination of education and relevant work experience
5+ years of related experience, including leadership and effective management of field personnel, workforce planning, staffing, and goal-setting
Strong analytical, critical thinking, and problem-solving skills with the ability to interpret data, manage multiple priorities, and meet deadlines
Proven communication, interpersonal, facilitation, and relationship-building skills, with the ability to work effectively across all levels of the organization and in diverse environments
Demonstrated emotional intelligence and the ability to collaborate effectively with others while leading high-performing teams
Proficiency with Windows-based computer systems and strong aptitude for learning and applying technology in a business environment
Must meet IRS e-file suitability requirements as defined by IRS Publication 3112 and be willing to work an irregular schedule as business needs require

Responsibilities

Lead the full Second Look client journey across virtual fulfillment operations, ensuring clients receive consistent, high-touch service from intake through resolution. Maintain a strong focus on client satisfaction, retention, communication, and quality outcomes
Monitor operational and client experience metrics, including conversion, satisfaction, service levels, productivity, and retention. Identify performance trends, address gaps, and implement improvements that strengthen business results and the overall client journey
Lead, coach, and develop managers and tax professionals across distributed virtual teams. Drive accountability to performance expectations, service standards, client communication requirements, and operational routines. Support hiring, onboarding, talent development, and performance review processes
Build and maintain performance management frameworks, reporting processes, weekly progress routines, and accountability structures. Ensure teams have clear goals, measurable expectations, and consistent visibility into performance
Define, test, and refine Second Look workflows, service models, and operating processes based on client feedback, frontline insights, performance data, and business needs. Support the continued evolution from a transactional service model to a relationship-based client engagement model
Support workforce planning, hiring strategy, staffing alignment, and seasonal ramp execution. Ensure resources are aligned to client demand, productivity expectations, and operational priorities
Collaborate with Product, Technology, Training, Operations, Field Leadership, and other stakeholders to define goals, refine processes, align priorities, and support enterprise roadmap initiatives
Monitor workload, queue health, productivity, staffing alignment, and workflow bottlenecks. Proactively identify operational risks and implement mitigation strategies to improve throughput, consistency, and service delivery
Maintain meaningful engagement with frontline teams to gather insights, document trends, and identify improvement opportunities. Share best practices across teams and leadership to support consistency, scalability, and continuous improvement
Develop, maintain, and reinforce training materials, job aids, documentation, and standard operating procedures to ensure consistent execution across Second Look teams