Office Experience Leader & Client Coach

H&R Block, Inc.; Bastrop (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

H&R Block is seeking an Office Manager to lead a new office client experience model. You will coach associate teams, drive consultative client interactions, and ensure disciplined execution of office standards across assigned locations.

You will recruit, onboard, and develop talent, manage seasonal readiness, and partner with district leadership to achieve client and business outcomes.

Qualifications

• Bachelor's degree or equivalent via education/experience.
• Minimum 3 years related work experience.
• Managerial experience leading teams in retail, service, or multi‑unit environments with accountability for execution and results.
• Ability to exercise independent judgment in planning, prioritization, and day‑to‑day decision‑making.
• Strong client‑centric mindset delivering a consultative client experience through leadership and execution.
• Strong people leadership with coaching and accountability for performance.
• Experience leading teams through change and adoption of new processes.
• Ability to translate feedback into corrective actions and improvements.
• Professionalism, sound judgment, and clear communication with clients and associates.
• Comfort in test‑and‑learn environments while maintaining operational discipline.
• Data fluency to interpret performance data and identify risks.

Responsibilities

• Own consistent delivery and evolution of the consultative client experience across assigned offices.
• Lead teams through adoption of new operating processes and behaviors with coaching and example leadership.
• Coach teams by identifying patterns in behavior and client interactions to address execution gaps.
• Evaluate execution quality and client impact, modeling desired consultative and leadership behaviors.
• Ensure new client experience processes, technology, and tests are implemented per standards.
• Conduct client interviews after appointments to gather feedback and translate it into actionable improvements.
• Summarize insights for office associates and partners to drive action, with Data Science inputs as needed.
• Ensure accountability for office readiness, performance, and disciplined execution.

Skills

Leadership

Coaching

Communication

Judgment

Client-centric

People management

Change management

Data interpretation

Problem solving

Time management

Education

Bachelor's degree or equivalent

Job description

H&R Block is seeking an Office Manager to lead a new office client experience model. You will coach associate teams, drive consultative client interactions, and ensure disciplined execution of office standards across assigned locations.

You will recruit, onboard, and develop talent, manage seasonal readiness, and partner with district leadership to achieve client and business outcomes.