Office Leader: Client Experience & Operations

H&R Block, Inc.; Kingfield (ME); On-site; USD 21,000 - 28,000; Full time

Job summary

H&R Block seeks an Office Leader to oversee one or more retail offices, delivering a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and ensure readiness, staffing, and compliant day-to-day operations across locations.

The role emphasizes setting expectations, driving performance, coaching teams, and ensuring strong business results while accommodating seasonal demand and travel

Qualifications

• 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

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

Client-centric mindset

Leadership

Coaching

People management

Communication

Problem-solving

Data interpretation

Education

Bachelor’s degree or equivalent leadership experience

High school diploma or equivalent

Job description

H&R Block seeks an Office Leader to oversee one or more retail offices, delivering a consistent, high-quality client experience. You will coach Tax Professionals and Client Service Professionals, balance strategic oversight with hands-on leadership, and ensure readiness, staffing, and compliant day-to-day operations across locations.

The role emphasizes setting expectations, driving performance, coaching teams, and ensuring strong business results while accommodating seasonal demand and travel