Senior Field Operations Representative

H&R Block

. Serve as an advanced support resource for field associates and leaders, managing complex and escalated operational inquiries .

Posted 9/15/2026full-timeRemote • Missouri • United StatesSenior💰 $18 - $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing complex operational inquiries and facilitating cross-functional collaboration to enhance service delivery and operational efficiency. Proficient in critical thinking, problem-solving, and process improvement within a matrixed environment.

Highest-signal resume keywords

Operational Issue ResolutionCritical ThinkingCross-Functional CollaborationProcess ImprovementCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational AnalysisRoot Cause InvestigationDocumentation ManagementCompliance StandardsWorkflow Enhancement

Soft Skills

Interpersonal CommunicationCollaborationContinuous Improvement MindsetPriority EstablishmentDeadline Management

Certifications & Qualifications

Associate's Degree

Industry Keywords

Retail Operations SupportMatrixed EnvironmentOperational StandardsEscalated IssuesOperational Trends

About the role

Key responsibilities & impact

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 requiring 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
Investigate root causes of recurring operational challenges and recommend corrective actions
Monitor operational trends, identify emerging issues, and proactively address operational risks
Partner with cross-functional teams to remove operational barriers and improve support effectiveness
Facilitate collaboration and drive issue resolution to completion
Maintain accurate documentation of escalated cases, resolutions, and operational insights
Support process improvement initiatives to enhance workflows, service delivery, and operational efficiency
Ensure compliance with operational standards, policies, and procedures
Provide guidance on operational processes, systems, and best practices
Contribute to continuous improvement through knowledge sharing, problem-solving, and operational excellence
Escalate enterprise-wide or high-risk issues and provide recommendations for long-term solutions

Requirements

What you’ll need

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

Benefits

Comp & perks

Competitive pay
Medical and prescription drug coverage for qualifying associates and eligible dependents
H&R Block Retirement Savings Plan (401(k) Plan)
Employee Assistance Program
(Virtual) fitness center programs
Associate discount program
Business Travel Accident Insurance
Associate Tax Prep benefit
High Performing, Connected Culture
Continuous learning
Support for life both in and outside of work
Potential participation in incentive compensation or short-term incentive plans