Office Experience Team Lead

H&R Block; Hutto (TX); On-site; USD 65,000 - 90,000; Part time

Job summary

H&R Block is seeking an Office Experience Manager to lead a team of Tax Advisors and CSPs, delivering a consultative client experience in a hands-on, in-office role. You will coach the team, manage daily operations, and drive growth with OEM and DGM collaboration to meet service standards and client engagement goals.

The role starts part-time during the fall ramp-up and expands through the tax season, requiring in-person presence with flexible evening and weekend hours as needed.

Qualifications

• High school diploma / GED / equivalent required.
• Proven people-management experience in a service or retail environment.
• Strong client-centric mindset with a commitment to delivering differentiated consultative client experience.
• Demonstrated coaching capability—ability to observe performance, give direct feedback, and drive behavior change.
• Strong decision-making and judgment skills in a fast-paced environment with minimal supervision.
• Excellent interpersonal and communication skills; capable of handling difficult conversations professionally.
• Data fluency: ability to interpret KPI, survey, and coaching data to inform daily priorities.
• Proficient with MS Office, Teams, and office systems (Appointment Manager, Dimensions, Copilot/Sidekick).
• Able to work a flexible work schedule and adapt to changes based on business needs.

Responsibilities

• Own the daily delivery of consultative client experience within the office and ensure disciplined execution of every appointment.
• Model consultative, client-centric behaviors and set the standard for the team.
• Serve as the on-site point of contact for escalated client service concerns and follow through to resolution.
• Translate real-time client feedback into coaching for Tax Advisors, CSPs, and partners.
• Lead the front-line coaching for Tax Advisors using a Coaching Roadmap and address performance gaps with timely feedback.
• Develop CSPs on client-facing professionalism, scheduling discipline, and CCS/TA handoffs.
• Manage day-to-day office operations, scheduling, capacity, conflicts, and walk-in coverage.
• Lead daily huddles and communicate priorities and recognition to associates.
• Drive growth by executing the office-level plan with OEM and DGM; reinforce ongoing client engagement and appointments.
• Partner on seasonal readiness, including training, certification, and adoption of new operating standards.
• Lead change with empathy, addressing resistance and maintaining clear rationale.

Skills

People management

Client-centric mindset

Coaching capability

Decision making

Interpersonal communication

Data fluency

MS Office / Office365

Flexible schedule

Education

High school diploma or GED

Tools

MS Office

Teams

Dimensions

Appointment Manager

Copilot/Sidekick

Job description

H&R Block is seeking an Office Experience Manager to lead a team of Tax Advisors and CSPs, delivering a consultative client experience in a hands-on, in-office role. You will coach the team, manage daily operations, and drive growth with OEM and DGM collaboration to meet service standards and client engagement goals.

The role starts part-time during the fall ramp-up and expands through the tax season, requiring in-person presence with flexible evening and weekend hours as needed.