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Director, Franchise Operations Support

at H&R Block

Posted: 5/30/2019
Job Reference #: 2845228
Keywords: operations

Job Description

Director, Franchise Operations Support

Job Description
H&R Block, the world’s leader in tax preparation services, is looking for a Director of Franchise Operations Support.  Working with a team of Franchise Support Managers and specialists, the Director is accountable for influencing and executing initiatives/programs that support the needs of our Franchisee’s, our Franchise field associates while also ensuring alignment with H&R Block’s Enterprise Growth Strategy. The Director role is a leader, influencer, and has deep disciplinary knowledge of the franchisee business which includes building strong, trusting partnerships with our franchisees and our internal key business partners.
What you’ll do:       
  • Provide strategic direction, oversee franchise support operations, build quality teams, implement new concepts, and drive delivery of strategic growth initiatives in the Franchise offices.  
  • Drive and influence the quality of communication between Franchisees and H&R Block. 
  • Participates in the development of operating concepts, processes and guidelines for our Franchise community, including the development of training and other resources that will drive positive results.
  • Supports the onboarding of new Franchisees entry to the brand in accordance with HRB business strategies.  
  • Improves Franchisee and Client satisfaction by constantly analyzing HRB performance and developing plans to improve the services delivered by HRB.
  • Oversee process and program improvements aligned with National and Local strategies for products, pricing and programs.
  • Represent Franchise in meetings with strategic and operation business partners  
  • Analyzes key indicators for trends and opportunities and partners to address specific areas of concern.
  • Leads a high-performance team by effectively coaching and developing associates, fostering teamwork within and across the organization.
  • Reviews the quality of overall Franchisee operations with Franchise leaders and assists in the execution and implementation of strategies to improve operations.
  • Ensures Franchisees operate in compliance with legal obligations by working with legal counsel as appropriate.

What you’ll bring to the role… 
  • Bachelor’s degree in Business or other related field or an equivalent combination of education and experience.
  • 6+ years of business experience with leadership roles including strategic influence, budgeting and people management.  Experience in Franchise Operations is a plus. 
  • Strong influencer and results orientation – ability to trust and drive strategies; has a drive to achieve results in a changing environment. 
  • Proven track record of driving results through people, including a working knowledge of organizational planning techniques, goal development, staffing and work standards.
  • Strong customer relationship skills with the desire and proven ability to work in a diverse work setting.
  • Ability to plan and coordinate multiple projects and work initiatives while meeting deadlines.
  • Effective interpersonal communications skills, public relations skills, and detail-oriented.
  • Proven success to increase profitability and to develop, analyze and manage budgets.
  • Experience in a retail or similar work environment is required.
  • Demonstrated successful short-term and long-range planning skills.
  • Ability to make independent decisions; assume complete responsibility for his/her work and decisions.
  • Proficiency in MS Word, Excel, and PowerPoint.
  • Ability to operate a computer and applicable software packages.
About H&R Block…
H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve grown to have approximately 12,000 offices throughout the United States and around the world.
We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more.

Job ID

Corporate Job Categories
Franchise Sales/Support


One H&R Block Way

Kansas City