• Lead virtual operations for the Second Look pod/teams, overseeing staffing, workflow, and day-to-day logistics. 
• Facilitate daily virtual huddles to share essential updates and reinforce team alignment. 
• Create and maintain schedules, ensuring accurate timekeeping, labor alignment, and coverage across pods. 
• Manage associate performance, including timely reviews and coordination with the Associate Relations Center. 
• Cultivate an engaging virtual culture through coaching, mentoring, development, and recognition. 
• Own key operational metrics, including accuracy, amendment conversion, CSAT/NPS, SLAs, and productivity. 
• Drive continuous improvement by identifying workflow/tooling enhancements and preparing or reviewing returns during peak demand. 
• Partner with the DGM to execute growth strategies and achieve client growth targets. 
• Oversee Second Look quality, including transcript interpretation, identifying risks/opportunities, and reviewing amended return work; provide escalation support and advanced tax guidance. 
• Recruit, interview, and select year-round and seasonal Virtual Tax Professionals. 

Education:

• Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.

Work Experience:

• 5+ years of experience in accounting, finance, bookkeeping or tax.

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 decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit. $62,800.00 - $94,200.00/Yr.

Bachelor's degree in related field or equivalent; 5+ years experience in accounting, finance, bookkeeping, or tax.

Key Responsibilities

• leading virtual operations
• managing associate performance
• overseeing quality

Job Details

• Category: Business Operations
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 62,800 – 94,200 / year
• Languages: English

Benefits

• Retirement plan

About H&R Block

A tax preparation company providing help and confidence to clients and communities. — Industry: Finance