Office Leader: Client Experience & Operations

H&R Block, Inc.; Sylvania (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

H&R Block, Inc. seeks an Office Leader to manage one or more retail offices, ensuring a consistent, high-quality client experience across locations.

You will set expectations for consultative service, operational execution, and team performance while balancing strategic oversight with hands-on leadership. You’ll lead Tax Professionals and Client Service Professionals, coaching teams to deliver expert guidance and a welcoming experience in every office.

Qualifications

• Bachelor's degree or equivalent leadership experience.
• Experience driving client-focused experiences in retail/service settings.
• Ability to interpret data, identify trends, and translate insights into action.
• Strong leadership with coaching and accountability for performance.

Responsibilities

• Own consistent delivery of consultative client experience across one or more 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 while coaching to consistent performance.
• Provide coaching informed by observed behaviors and performance outcomes.
• Identify performance patterns and develop bench strength and talent.
• Own revenue, growth, and operational performance for assigned offices.
• Monitor performance metrics and implement actions to improve business results.
• Ensure daily operations, staffing, scheduling, and compliance across offices.
• Own office readiness including facilities, equipment, supplies, staffing, and onboarding.

Skills

Leadership

Client-centric mindset

Communication

Problem-solving

Data interpretation

Education

Bachelor's degree

Job description

H&R Block, Inc. seeks an Office Leader to manage one or more retail offices, ensuring a consistent, high-quality client experience across locations.

You will set expectations for consultative service, operational execution, and team performance while balancing strategic oversight with hands-on leadership. You’ll lead Tax Professionals and Client Service Professionals, coaching teams to deliver expert guidance and a welcoming experience in every office.