Client Services Lead: Associate Manager, Growth & Ops

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

Job summary

H&R Block, Inc. is seeking an Associate Manager to lead a client-facing team delivering bookkeeping and related services within a centralized operating model. You will coach Account Managers, Onboarding Specialists, and Senior Account Managers to uphold high service standards.

Responsibilities include enforcing SOPs, managing capacity, driving cross-functional collaboration, tracking KPIs, and supporting annual planning while cultivating a high-performance culture.

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.

Responsibilities

• Lead and coach a client-facing team to set priorities, assign work, remove blockers, and develop talent through feedback and performance management.
• Own client experience standards: ensure SLAs are met; review service quality and escalations; approve resolutions/credits within policy.
• Operational excellence: enforce SOPs for client service, invoicing, and data privacy; drive consistency across Karbon/Xero/ADP workflows.
• Capacity and workflow management: forecast volume, manage staffing plans, balance portfolios, and optimize labor efficiency.
• Cross-functional collaboration: partner with Sales, Operations, Product, Finance, and Marketing to resolve issues and improve processes.
• Performance and outcomes: track KPIs (SLA attainment, churn/retention, revenue); run huddles; publish insights; execute corrective actions.
• Risk and compliance: uphold policy, timekeeping, invoicing guardrails, and data privacy standards.
• Continuous improvement: identify gaps, propose changes, pilot solutions, and document SOP updates.
• Talent and culture: interview/hire new team members, onboard effectively, and model Block Behaviors.
• Special projects: lead initiatives to improve client experience and support annual planning.

Skills

People leadership

Operational excellence

Communication

Stakeholder management

Coaching / performance management

Education

Bachelor's degree in Accounting or Business Administration

Tools

Karbon

Xero

ADP

Job description

H&R Block, Inc. is seeking an Associate Manager to lead a client-facing team delivering bookkeeping and related services within a centralized operating model. You will coach Account Managers, Onboarding Specialists, and Senior Account Managers to uphold high service standards.

Responsibilities include enforcing SOPs, managing capacity, driving cross-functional collaboration, tracking KPIs, and supporting annual planning while cultivating a high-performance culture.