Office Experience Manager

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

About the Role

The Office Manager plays a critical role in bringing a new office operating model to life by owning office level outcomes through leadership, coaching, sound judgment, and disciplined execution.

As an Office Manager, you are accountable for the day‑to‑day delivery of a new office client experience model that emphasizes consultative client experience within your assigned offices. You serve as a people leader first, developing and coaching associate teams and front‑line leaders, reinforcing consultative client‑centric behaviors, and evaluating how the client experience is executed and how it impacts clients.

You exercise independent judgment and discretion in planning, prioritization, and decision‑making to ensure consistent execution, strong associate performance and positive client outcomes. While operational execution remains foundational, this role places increased emphasis on communication, critical thinking, and leadership presence. You are responsible for ensuring teams are both trained on our new client experience operating expectations and consistently coached to apply them in client interactions, problem‑solving, and decision‑making.

This Office Experience Manager role supports the following office locations:

• Elgin, IL
• Bastrop, TX
• La Grange, TX

Day to day, you'll...

• Own consistent delivery and evolution of the consultative client experience delivered through a new client experience model within assigned offices, ensuring standards are executed with discipline and care.
• Lead teams through adoption of new operating processes, behaviors, and ways of working, managing resistance and reinforcing expectations through coaching, judgment, and leading by example.
• Identify patterns in associate behaviors and client interactions, using those patterns to coach teams, reinforce effective consultative practices, and address execution gaps before they impact client outcomes.
• Evaluate execution quality and client impact, modeling expected consultative and leadership behaviors in client interactions, problem solving, and decision making.
• Ensure new client experience processes, technology, and office‑level tests are implemented as designed and aligned to defined operating standards.
• Conduct client interviews following appointments to gather real‑time feedback on the client experience, respond appropriately to both positive and critical input, and translate insights into actionable feedback shared with office associates and partners, including Data Science and Analytics.
• Use feedback and observed outcomes to adapt execution, behaviors, and priorities, while maintaining disciplined operational and client experience expectations.
• Accountable for office‑level execution, readiness, and results, ensuring disciplined operational performance.
• Lead and develop associate performance through coaching, feedback, and clear expectations, reinforcing standards through visible leadership presence.
• Exercise sound judgment and independent decision‑making in addressing client needs, associate performance, and operational priorities.
• Plan, prioritize, and adjust execution to ensure consistency, quality, and alignment to defined client and business expectations.
• Participate in recruiting, hiring, and onboarding decisions, ensuring alignment to defined client service professionalism, consultative capability, and execution standards.
• Accountable for seasonal workforce readiness and performance within assigned offices, in partnership with the District General Manager and supporting leaders.
• Establish a performance‑driven, collaborative office culture where learning, accountability, and shared ownership are expected.
• Reinforce team norms that support professionalism, inclusion, and collective responsibility for the client experience.
• Recognize progress, reinforce behaviors, and address culture or performance misalignment when needed.
• Accountable for office‑level performance outcomes, including client experience, associate results, and execution quality.
• Identify patterns of underperformance or misalignment and take timely corrective action, using coaching, judgment, and decisive follow‑through.

Required Qualifications

• Bachelor's degree in a related field or the equivalent through a combination of education and related work experience.
• 3 years minimum related work experience.
• Managerial experience leading people in a retail, service, or multi‑unit environment, with accountability for execution, performance outcomes, and team results.
• Demonstrated ability to exercise independent judgment and discretion in planning, prioritization, and day‑to‑day decision‑making to deliver consistent results.
• Strong client‑centric mindset with a commitment to delivering a differentiated, consultative client experience through leadership and execution.
• Strong people leadership capability, with proven ability to coach, develop, and hold associates accountable for performance and behaviors.
• Experience leading teams through change and evolving expectations, including adoption of new processes or ways of working.
• Ability to evaluate execution quality and translate client and performance feedback into corrective action and improvement.
• Demonstrated professionalism, sound judgment, and clear communication skills when addressing both positive and critical feedback from clients and associates.
• Comfort operating in test‑and‑learn environments, adapting execution based on feedback while maintaining operational discipline and standards.
• Data and insight fluency, including comfort interpreting performance data, recognizing meaningful patterns or risks, and using insights to inform actions and priorities.
• Willingness and ability to maintain consistent on‑site leadership presence, with scope of responsibility flexing based on office and district design. Experience working in a consultative, client‑facing environment where client conversations require judgment, trust‑building, and problem‑solving.

Preferred Qualifications

• Prior responsibility for leading or influencing front‑line leaders, such as Team Leaders or supervisors, in addition to individual contributors.
• Exposure to pilot, Proof of Concept, or innovation environments where learning, iteration, and scaling were required.
• Experience partnering cross‑functionally (e.g., operations, analytics, training) to improve execution and client outcomes.
• Prior experience supporting recruiting, onboarding, or workforce readiness for seasonal or variable staffing models.

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we've led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well‑being through competitive pay, comprehensive benefits, and support for life both in and outside of work.