Office Leader: Client Experience & Operations

H&R Block, Inc.; Mount Orab (OH); On-site; USD 75,000 - 110,000; Full time

Job summary

H&R Block is seeking an Office Leader to supervise one or more retail offices, ensuring top-tier client experiences and strong operational execution.

You will mentor Tax Professionals and Client Service Professionals, setting clear expectations and driving performance to deliver consistent results across locations. The role combines strategic oversight with hands-on leadership to prepare offices for seasonal demand and growth.

Qualifications

• Bachelor's degree or equivalent leadership experience.
• 3+ years leading teams in retail, service, franchise, or operations.
• Proven ability to coach, develop, and hold teams accountable.
• Strong client-centric mindset with consultative service experience.
• Experience managing office readiness, facilities, staffing, and compliance.

Responsibilities

• Own consistent delivery of consultative client experience across offices.
• Evaluate execution quality and client impact across locations.
• Drive adoption of new client experience processes and tools.
• Lead Tax Professionals and Client Service Professionals with clear expectations.
• Provide coaching and feedback to strengthen team execution.
• Own revenue, growth, and business outcomes for assigned offices.
• Monitor performance metrics and improve client acquisition and retention.
• Ensure daily operations including staffing, scheduling, compliance, SOPs.
• Oversee office readiness, facilities, and seasonal staffing preparations.

Skills

Leadership

Coaching

Client Experience

Operations Management

Analytics

Education

Bachelor's degree or equivalent leadership experience

Job description

H&R Block is seeking an Office Leader to supervise one or more retail offices, ensuring top-tier client experiences and strong operational execution.

You will mentor Tax Professionals and Client Service Professionals, setting clear expectations and driving performance to deliver consistent results across locations. The role combines strategic oversight with hands-on leadership to prepare offices for seasonal demand and growth.