Senior Field Operations Representative

About the Role

As a Senior Field Operations Specialist, you'll provide advanced operational support to field associates and leaders, resolving complex issues through expert problem-solving and cross-functional collaboration.

You’ll manage escalated operational issues and coordinate with multiple business partners to deliver effective solutions. Success requires strong analytical skills, exceptional communication abilities, and the capacity to collaborate across diverse teams.

As a Senior Field Operations Specialist, you’ll manage escalated operational issues, drive process improvements, and ensure compliance with operational standards.

• Serve as an advanced support resource for field associates and leaders, managing complex and escalated operational inquiries.
• Research, analyze, and resolve high-impact operational issues that require elevated expertise and critical thinking.
• Coordinate resolution efforts across Operations, Technology, Facilities, Workforce Management, Field Sourcing, and other support functions.
• Act as the primary point of contact for escalated issues, ensuring timely communication and stakeholder alignment throughout the resolution process.
• Investigate root causes of recurring operational challenges and recommend corrective actions.
• Monitor operational trends, identify emerging issues, and proactively address risks that may impact field operations.
• Partner with cross-functional teams to remove operational barriers and improve support effectiveness.
• Ensure continuity of support for field teams by facilitating collaboration and driving issue resolution to completion.
• Maintain accurate documentation of escalated cases, resolutions, and operational insights.
• Support process improvement initiatives by identifying opportunities to enhance workflows, service delivery, and operational efficiency.
• Ensure compliance with established operational standards, policies, and procedures.
• Provide guidance and expertise on operational processes, systems, and best practices to support field success.
• Contribute to a culture of continuous improvement through knowledge sharing, problem-solving, and operational excellence.
• Escalate enterprise-wide or high-risk issues as appropriate while providing recommendations for long-term solutions.

• Associate's degree in a related field or the equivalent through a combination of education and related work experience
• 5 years of experience in relevant roles
• Experience working in a matrixed environment
• Advanced oral, written, and interpersonal communication skills.
• Strong critical thinking, collaboration, and continuous improvement mindset.
• Demonstrated track record of establishing priorities and meeting deadlines.

• Technology, Facility, Field Sourcing industry background
• Knowledge of retail operations support

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.

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…