Office Leader: Client Experience & Operations

H&R Block, Inc.; Farmington (ME); Presencial; USD 21.000 - 30.000; Jornada completa

Descripción de la vacante

H&R Block, Inc. is seeking an Office Leader to manage one or more retail offices, delivering a consistently high-quality client experience. You will lead Tax Professionals and Client Service Professionals, coach the team, and align priorities to drive client outcomes and business performance across locations.

The role emphasizes hands-on leadership, office readiness, staffing, facilities, compliance, and day-to-day operations to ensure offices are prepared to serve clients with excellence.

Formación

• Bachelor's degree in a related field or equivalent leadership experience.
• Experience with seasonal workforce planning, hiring, and readiness execution.
• Experience partnering cross-functionally including operations, facilities, talent acquisition, and analytics.
• Experience with office readiness, facilities coordination, or operational infrastructure for one or more locations.

Responsabilidades

• 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.

Conocimientos

Leadership

Coaching

Customer-focused

Analytical thinking

Communication

Problem-solving

Change management

Decision making

Educación

Bachelor's degree related field

High school diploma or equivalent

Herramientas

N/A

Descripción del empleo

H&R Block, Inc. is seeking an Office Leader to manage one or more retail offices, delivering a consistently high-quality client experience. You will lead Tax Professionals and Client Service Professionals, coach the team, and align priorities to drive client outcomes and business performance across locations.

The role emphasizes hands-on leadership, office readiness, staffing, facilities, compliance, and day-to-day operations to ensure offices are prepared to serve clients with excellence.