District Manager, Virtual Fulfillment

H&R Block•Remote, MO

1d•$91,000 - $145,600•Remote

About The Position

The District Manager, Virtual Fulfillment is responsible for leading a geographically dispersed team of full-time and seasonal Associate Managers, Team Leaders, and Tax Professionals who deliver tax preparation and client service through H&R Block’s digital channels. This role oversees the execution of Virtual Tax Preparation (TPR) and Virtual Fulfillment operations, ensuring clients receive an exceptional end-to-end experience without visiting a retail location. The District Manager drives operational excellence, client satisfaction, revenue growth, quality outcomes, workforce productivity, and talent development across a large virtual organization. Partnering closely with Product, Technology, Operations, Field Leadership, Client Care, and Training teams, this leader continuously improves the digital client experience, aligns operations with enterprise objectives, and builds scalable processes that support long-term success. The ideal candidate is a strategic, data-driven people leader who thrives in a fast-paced environment, excels at leading large virtual teams, and consistently delivers results through others.

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

Provide strategic and operational leadership for Virtual Tax Preparation and Fulfillment services. Ensure clients receive timely, accurate, and seamless support through all digital channels while delivering against revenue, quality, and service goals
Champion a client-first culture focused on satisfaction, retention, communication, and trust. Monitor client feedback and performance metrics to identify opportunities that improve the digital client journey
Hire, coach, mentor, and develop Associate Managers and Team Leaders. Foster a culture of accountability, engagement, inclusion, and continuous improvement while building leadership bench strength
Establish clear goals and performance expectations across all levels of the organization. Leverage metrics, reporting, and operational reviews to drive productivity, quality, and business results
Partner with leaders to develop seasonal staffing plans, hiring strategies, onboarding programs, and capacity models that align talent resources to client demand
Continuously evaluate workflows, tools, and operating procedures to improve efficiency, reduce friction, and enhance the overall virtual client experience
Own operational performance related to transaction volume, revenue generation, productivity, conversion, and service-level commitments. Implement action plans to achieve and exceed financial goals
Collaborate with Product, Technology, Training, Marketing, Client Care, and Field Operations teams to influence digital strategies, testing initiatives, and process improvements
Utilize operational, workforce, and client experience data to identify trends, solve problems, remove barriers, and make informed business decisions
Lead change management initiatives and support the ongoing evolution of H&R Block's virtual service model by testing new solutions, technologies, and operational strategies