Office Leader: Client Experience & Operations

H&R Block, Inc.; Atlanta (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

H&R Block is seeking an Office Leader to manage one or more retail offices and deliver a high-quality client experience across locations. The role combines hands-on leadership with strategic oversight, coaching Tax Professionals and Client Service Professionals, and ensuring office readiness, staffing, facilities, compliance, and day-to-day operations to drive growth and client outcomes.

Responsibilities include owning revenue, monitoring performance, and implementing process improvements to

Qualifications

• Bachelor's degree in a related field or equivalent leadership experience
• 3+ years' work experience leading teams in a retail, service, franchise, or operations environment
• Strong client-centric mindset with experience delivering consultative client experience
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable
• Demonstrated ability to drive business and financial results while managing day-to-day operations
• Ability to travel between assigned offices and other business locations as needed

Responsibilities

• Own consistent delivery of the consultative client experience across one or more assigned offices, ensuring standards are executed with discipline and consistency
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience
• Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office
• Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution
• Identify performance patterns within and across assigned offices, proactively address gaps, and develop bench strength and high-potential talent
• Own revenue, growth, operational performance, and business outcomes for the assigned office or offices
• Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention
• Ensure consistent execution of daily operations for the assigned office or offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
• Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand

Skills

Leadership

Client-centric mindset

Coaching

Communication

Decision making

Education

Bachelor's degree or equivalent leadership experience

Job description

H&R Block is seeking an Office Leader to manage one or more retail offices and deliver a high-quality client experience across locations. The role combines hands-on leadership with strategic oversight, coaching Tax Professionals and Client Service Professionals, and ensuring office readiness, staffing, facilities, compliance, and day-to-day operations to drive growth and client outcomes.

Responsibilities include owning revenue, monitoring performance, and implementing process improvements to