Client Operations Lead - Associate Manager

H&R Block; Missouri; On-site; USD 63,000 - 94,000; Full time

Job summary

H&R Block is scaling Block Advisors’ small business services (bookkeeping, payroll, and related solutions) through a centralized operating model. As an Associate Manager, you will lead a client-facing team (Account Managers, Associate Account Managers, Onboarding Specialists, and Senior Account Managers) to deliver consistent, high-quality service, improve client outcomes, and drive growth.

You’ll coach people, enforce SOPs, manage capacity, and partner across Sales, Operations, Product,

Qualifications

• 2+ years of people leadership in client services or operations.
• Bachelor's degree in Accounting, Business Administration, or a related degree.
• Strong operational acumen: SOP implementation, capacity planning, metric‑driven coaching, and continuous improvement.
• Excellent communication, problem‑solving, and stakeholder management skills; ability to navigate ambiguity and drive results.

Responsibilities

• Lead & coach a client-facing team: set priorities, assign work, remove blockers, and develop talent through feedback, IDPs, and performance management.
• Own client experience standards: ensure SLAs are met; review service quality and escalations; approve resolutions/credits within policy; and champion “Better Together” behaviors across the team.
• Operational excellence: implement and enforce SOPs (client service concerns, invoicing escalations, unresponsive client protocol); drive consistency in Karbon/Xero/ADP workflows, and monitor adherence.
• Capacity & workflow management: forecast volume, manage staffing plans, balance portfolios, and optimize labor efficiency across books of business.
• Cross-functional collaboration: partner with Sales Executives, Operations Specialists, Client Advocates, and enterprise stakeholders to resolve issues, improve processes, and support strategic initiatives.
• Performance & outcomes: track KPIs (SLA attainment, churn/retention, revenue, portfolio health); run daily/weekly huddles; publish insights; and execute corrective actions where needed.
• Risk & compliance: uphold out-of-scope policy, timekeeping, invoicing guardrails, and data‑privacy standards; escalates legal/financial risks per protocol.
• Continuous improvement: identify process gaps, propose changes, pilot solutions, and document updates to SOPs and job aids.
• Talent & culture: interview/hire new team members, onboard effectively, and model Block Behaviors to cultivate an inclusive, high-performance culture.
• Special projects: lead initiatives that improve client experience, reduce avoidable churn, and support annual planning and readiness cycles.

Skills

People leadership

Operational acumen

Communication

Education

Bachelor's degree in Accounting, Business Administration, or a related degree

Tools

Karbon

Xero

ADP

Job description

H&R Block is scaling Block Advisors’ small business services (bookkeeping, payroll, and related solutions) through a centralized operating model. As an Associate Manager, you will lead a client-facing team (Account Managers, Associate Account Managers, Onboarding Specialists, and Senior Account Managers) to deliver consistent, high-quality service, improve client outcomes, and drive growth.

You’ll coach people, enforce SOPs, manage capacity, and partner across Sales, Operations, Product,