Office Experience Leader & Client-Centric Coach

H&R Block; Marble Falls (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

H&R Block is seeking an Office Experience Manager to lead the rollout of a new client experience model across multiple Texas offices, including Kingsland, Burnet, and Marble Falls. You will coach frontline leaders, drive consultative client interactions, and ensure disciplined execution to deliver strong client outcomes.

You will oversee training, performance feedback, and the adoption of new processes while partnering with district leadership to manage seasonal workforce readiness and staffing

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3+ years of related work experience in a managerial role.
• Experience leading people in retail, service, or multi-unit environments with accountability for outcomes.
• Ability to exercise independent judgment in planning, prioritization, and day-to-day decisions.
• Strong client-centric mindset delivering a differentiated, consultative experience.
• Proven ability to coach, develop, and hold associates accountable for performance.
• Experience guiding teams through change and evolving expectations.
• Ability to translate feedback into action based on performance data.

Responsibilities

• Own consistent delivery and evolution of the consultative client experience in assigned offices.
• Lead teams through adoption of new operating processes and behaviors with coaching.
• Identify patterns in associate behaviors to coach and address execution gaps.
• Evaluate execution quality and client impact in interactions and problem solving.
• Ensure new client experience processes and tests are implemented per standards.
• Recruiting, hiring, and onboarding decisions aligned to client service professionalism.

Skills

Leadership

Coaching

Decision making

Client-centric

Change management

Communication skills

Data interpretation

Education

Bachelor's degree

Job description

H&R Block is seeking an Office Experience Manager to lead the rollout of a new client experience model across multiple Texas offices, including Kingsland, Burnet, and Marble Falls. You will coach frontline leaders, drive consultative client interactions, and ensure disciplined execution to deliver strong client outcomes.

You will oversee training, performance feedback, and the adoption of new processes while partnering with district leadership to manage seasonal workforce readiness and staffing