Office Leader: Client Experience & Operations

H&R Block, Inc.; Albany (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, delivering consistent, high-quality client experiences while guiding Tax Professionals and Client Service Professionals.

You will own readiness, staffing, compliance, and daily operations across locations to drive client outcomes and business performance. As a hands-on leader, you will coach teams, set clear expectations, and monitor metrics to strengthen execution and growth.

Qualifications

• Bachelor’s degree or equivalent leadership experience required.
• 3+ years’ work experience leading teams in a retail, service, franchise, or operations environment with accountability for performance outcomes.
• Experience delivering consultative client experience.
• Strong leadership capable of coaching, developing, and holding teams accountable.
• Experience managing day-to-day operations including labor management.
• Experience leading through change and adoption of new processes.
• Ability to exercise independent judgment and prioritize competing demands.
• Experience in facilities, staffing, or compliance.
• Strong communication and problem-solving skills, including handling client escalations.
• Ability to interpret data, identify trends, and translate insights into action.
• Ability to travel between offices as needed.
• Willingness to work schedules aligned with office hours, including evenings and weekends.

Responsibilities

• Own consistent delivery of the consultative client experience across one or more assigned offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals with clear expectations and accountability.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify performance patterns within and across offices and develop bench strength.
• Own revenue, growth, and operational performance for assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure daily operations including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Oversee office readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric mindset

Data interpretation

Communication skills

Change management

Problem solving

Education

Bachelor's degree or equivalent leadership experience

Job description

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, delivering consistent, high-quality client experiences while guiding Tax Professionals and Client Service Professionals.

You will own readiness, staffing, compliance, and daily operations across locations to drive client outcomes and business performance. As a hands-on leader, you will coach teams, set clear expectations, and monitor metrics to strengthen execution and growth.