Office Leader: Client Experience & Operations

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

Job summary

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, ensuring a consistently high-quality client experience and strong business results.

You'll balance strategic oversight with hands-on leadership, set expectations for consultative service, and coach Tax Professionals and Client Service Professionals to deliver excellence. You’ll manage staffing, facilities, compliance, daily operations, and readiness for seasonal demand, travel between offices as needed, and work

Qualifications

• 3+ years leading teams in retail/service/franchise.
• Experience delivering consultative client experience.
• Ability to manage multi-site operations and staffing.
• Strong communication and problem-solving skills.
• Willingness to travel between offices.

Responsibilities

• Own consistent delivery of the consultative client experience across one or more assigned offices, ensuring standards with discipline.
• Evaluate execution quality and client impact across locations, using insights to reinforce strengths and close gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the office.
• Lead Tax Professionals and Client Service Professionals, coaching for consistency and accountability.
• Provide coaching informed by observed behaviors and performance outcomes to strengthen team execution.
• Identify performance patterns and develop bench strength and high-potential talent.
• Own revenue, growth, operational performance, and business outcomes for the assigned offices.
• Monitor performance metrics, identify trends, and implement actions to improve results.
• Ensure daily operations, including staffing, scheduling, labor management, and compliance.

Skills

Leadership

Coaching

Client-centric mindset

Communication

Problem-solving

Data interpretation

Travel flexibility

Team development

Education

Bachelor's degree or equivalent leadership experience

Job description

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, ensuring a consistently high-quality client experience and strong business results.

You'll balance strategic oversight with hands-on leadership, set expectations for consultative service, and coach Tax Professionals and Client Service Professionals to deliver excellence. You’ll manage staffing, facilities, compliance, daily operations, and readiness for seasonal demand, travel between offices as needed, and work