[Hiring] District Manager, Virtual Fulfillment @H&R Block Management

Role Description

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.

Day to day, you'll...

• 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.

Qualifications

• 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.

Benefits

• 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).
• Access to the Employee Assistance Program.
• Participation in (virtual) fitness center programs and the associate discount program.
• Automatically enrolled in Business Travel Accident Insurance.
• Receive Associate Tax Prep benefit.

Pay Range

The pay range for this position is $91,000.00 - $145,600.00/Yr. Local minimum wage laws apply. 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.