Manager, Field Operations

H&R Block•Remote, MO

1d•$80,800 - $129,300

About The Position

The Field Operations Enablement Manager is responsible for leading the programs, systems, reporting, analytics, knowledge management, and training functions that support the Field Operations organization. This role provides leadership and direction to a team of Project Managers responsible for knowledge article governance, training development, operational analytics, reporting, dashboards, and technology platforms. Day to day, you’ll… partner closely with Field Operations leadership, supported business functions, and technology teams to ensure the organization has the tools, processes, data, and resources necessary to deliver efficient and consistent support services. be accountable for driving operational effectiveness through process improvement, project execution, technology optimization, reporting solutions, and organizational readiness initiatives. serve as a key partner in supporting service delivery performance, continuous improvement efforts, and the long-term evolution of the Field Operations operating model. collaborate closely with the Director and operational leaders to identify opportunities that improve associate capability, increase organizational effectiveness, and enhance the overall field support experience.

Requirements

Bachelor's degree in Business, Project Management, Operations, Information Technology, Organizational Development, Data Analytics, or related field, or the equivalent through a combination of education and relevant work experience
8 years of experience in project management, program management, business operations, process improvement, service delivery, analytics, technology enablement, or related functions
3 years of leadership experience managing project managers, analysts, program managers, or other professional-level associate
Demonstrated experience leading multiple concurrent projects, initiatives, or operational programs across cross-functional organizations
Experience partnering with business leaders to identify needs, prioritize work, and deliver solutions that improve operational effectiveness
Experience overseeing reporting, analytics, knowledge management, training, technology platforms, or process improvement functions
Strong analytical and problem-solving skills with the ability to evaluate complex business challenges and develop effective solutions
Demonstrated ability to influence stakeholders and drive results in a matrixed environment without direct authority over all participants
Advanced verbal, written, presentation, and facilitation skills with the ability to communicate effectively across all organizational levels

Nice To Haves

Experience supporting service delivery, shared services, contact center, field operations, or operational support organizations
Experience with Salesforce, reporting platforms, dashboard development, workflow automation, knowledge management systems, or learning management systems
Experience leading business transformation, operational readiness, process improvement, or change management initiatives

Responsibilities

Partner closely with Field Operations leadership, supported business functions, and technology teams to ensure the organization has the tools, processes, data, and resources necessary to deliver efficient and consistent support services.
Drive operational effectiveness through process improvement, project execution, technology optimization, reporting solutions, and organizational readiness initiatives.
Serve as a key partner in supporting service delivery performance, continuous improvement efforts, and the long-term evolution of the Field Operations operating model.
Collaborate closely with the Director and operational leaders to identify opportunities that improve associate capability, increase organizational effectiveness, and enhance the overall field support experience.