Office Experience Leader & Coach

H&R Block; Bassett (VA); On-site; USD 50,000 - 75,000; Part time

Job summary

H&R Block is seeking an Office Experience Manager to lead a team of Tax Advisors and CSPs in-person, driving a consultative client experience and seasonal tax growth. You’ll coordinate with the CCS team, coach associates using a Coaching Roadmap, and manage daily office operations including scheduling and client flow.

You’ll ramp up on a flexible fall schedule and transition to a fuller seasonal schedule January–April, with evening and weekend hours as needed.

Qualifications

• People management experience in a service or retail environment.
• Strong client-centric mindset and ability to deliver consultative service.
• Proven coaching capability with direct feedback and behavior change.
• Strong decision-making and judgment in fast-paced settings.
• Excellent interpersonal communication and conflict handling.
• Data fluency for KPI, survey, and coaching data.
• Proficient with MS Office, Teams, and office systems.

Responsibilities

• Oversee daily delivery of consultative client experience on site.
• Model client-centric behaviors and set team standards.
• Serve as on-site contact for escalated client service concerns.
• Conduct client walk/talks and translate feedback into coaching.
• Lead daily office operations, scheduling, and workflow.
• Coordinate growth plans with OEM and DGM to hit targets.

Skills

People management

Client-centric mindset

Coaching ability

Decision making

Interpersonal communication

Data fluency

MS Office / Teams

Flexible schedule

Education

High school diploma / GED / equivalent

Tools

MS Office

Teams

Dimensions

Work Center

Copilot/Sidekick

Job description

H&R Block is seeking an Office Experience Manager to lead a team of Tax Advisors and CSPs in-person, driving a consultative client experience and seasonal tax growth. You’ll coordinate with the CCS team, coach associates using a Coaching Roadmap, and manage daily office operations including scheduling and client flow.

You’ll ramp up on a flexible fall schedule and transition to a fuller seasonal schedule January–April, with evening and weekend hours as needed.