Office Leader: Client Experience & Operations

H&R Block, Inc.; Miles City (MT); On-site; USD 80,000 - 110,000; Full time

Job summary

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, delivering a consistent, high-quality client experience across locations.

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance in a welcoming, confident environment. You’ll own office readiness and day-to-day operations, including staffing, facilities, compliance, and performance management, to drive strong business

Qualifications

• Bachelor's degree or equivalent required.
• High school diploma or equivalent required.
• Experience leading teams in retail, service, franchise, or operations environments.

Responsibilities

• Own consistent delivery of the client experience across 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 based on observed behaviors and performance.
• Identify performance patterns and develop bench strength and talent.
• Own revenue, growth, and business outcomes for the assigned office.
• Monitor performance metrics and drive improvements in client acquisition and retention.
• Oversee daily operations including staffing, scheduling, compliance, and SOPs.
• Prepare offices for seasonal demand and workforce readiness.

Skills

Leadership

Coaching

Client service

Operations management

Team development

Communication

Education

Bachelor's degree or equivalent

High school diploma or equivalent

Job description

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, delivering a consistent, high-quality client experience across locations.

You will lead and develop Tax Professionals and Client Service Professionals, coaching teams to anticipate client needs and provide expert guidance in a welcoming, confident environment. You’ll own office readiness and day-to-day operations, including staffing, facilities, compliance, and performance management, to drive strong business