Director, People & Culture Operations

About the Role

We are seeking a strategic and operationally focused Director to lead the People & Culture Operations and Associate Relations team in the delivery of scalable, efficient, and associate-centered P&C services across the organization.

Leads P&C service delivery, case management operations, process optimization, technology enablement, analytics, and continuous improvement initiatives. The role partners closely with Centers of Excellence, Talent Acquisition, P&C Business Partners, Learning, and business leadership to enhance the associate experience while driving operational excellence and business outcomes.

The ideal candidate combines strong operational leadership with a passion for innovation, service excellence, data-driven decision-making, culture and talent development.

Key Responsibilities

People & Culture Service Delivery & Operations

• Lead the People Resource Center and Associate Relations teams responsible for delivering high-quality associate and manager support.
• Establish and monitor service delivery metrics, quality standards, and operational effectiveness.
• Drive a consultative, associate-focused service model that balances efficiency with exceptional customer experience.
• Ensure consistent execution of processes and operational standards

Process Improvement & Transformation

• Identify and empower the team to identify opportunities to streamline workflows, improve processes, and eliminate inefficiencies.
• Lead operational transformation initiatives, including service model enhancements and process improvements.
• Develop scalable solutions to support business growth and changing workforce needs.
• Serve as a key partner during transformation and operating model initiatives.

Technology, Automation & AI

• Drive adoption of technology, automation, and AI-enabled solutions to improve efficiency and service quality.
• Partner effectively with multiple stakeholders to optimize systems, workflows, reporting, and associate-facing tools.
• Evaluate emerging technologies and implement practical solutions that improve operations and associate experience.

Analytics & Business Insights

• Foster the development and use of operational dashboards, metrics, and service analytics to help inform decision making, process improvements and progress against objectives.
• Monitor trends, identify risks, and provide actionable recommendations to leadership.
• Use data to improve decision-making, resource allocation, service quality, and associate experience.

Leadership & Talent Development

• Build and develop a high-performing team through coaching, mentoring, empowerment and career development.
• Foster a culture of accountability, continuous improvement, collaboration, and innovation.
• Create opportunities for team members to expand skills and gain cross-functional exposure.

Cross-Functional Partnership

• Partner with multiple stakeholder groups throughout the organization to build strong, trusting relationships to optimize speed and effectiveness.
• Support and provide insights regarding organizational changes
• Influence leaders across the organization through strong relationships and operational expertise.

Required Qualifications

• Bachelor's degree in Human Resources, Business Administration, Organizational Leadership, or related field
• 8+ years of progressive P&C operations, shared services, associate services, or related leadership experience
• 5+ years leading teams and people leaders
• Experience managing service delivery organizations and operational performance metrics
• Demonstrated success leading process improvement, operational excellence, or transformation initiatives
• Strong analytical, problem-solving, and project management skills
• Experience leveraging technology, automation, and/or AI to improve business outcomes
• Strong communications skills, ability to influence, openness to new ideas and willingness to constructively challenge

Preferred Qualifications

• Experience leading P&C shared services, People Resource Center, Associate Relations operations, or P&C contact center environments
• Experience with P&C systems, case management platforms, and service management tools
• Experience supporting large-scale organizational change and transformation initiatives

Why work for us

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.