Office Leader: Client Experience & Operations

H&R Block, Inc.; Tecumseh Township (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

H&R Block, Inc. is seeking an Office Leader to oversee one or more retail offices, delivering a high-quality client experience and leading Tax Professionals and Client Service Professionals. You will manage staffing, facilities, compliance, and daily operations to ensure readiness and strong business results.

The role emphasizes hands-on leadership, coaching, and cross-office collaboration to optimize client outcomes and revenue growth across locations.

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.
• High school diploma or equivalent required.
• 3+ years' work experience leading teams in a retail, service, franchise, or operations environment.

Responsibilities

• Own consistent delivery of the consultative client experience across one or more assigned offices.
• Evaluate execution quality and client impact across locations, reinforcing strengths and addressing gaps.
• Drive adoption of new client experience processes, tools, and behaviors.
• Lead Tax Professionals and Client Service Professionals by setting clear expectations and coaching to consistent performance.
• Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback.
• Identify performance patterns within and across offices and develop bench strength and talent.
• Own revenue, growth, and operational performance for the assigned office(s).
• Monitor performance metrics, identify trends, and implement actions to improve results.

Skills

Team leadership

Coaching

Client-centric mindset

Problem solving

Communication

Data interpretation

Travel readiness

Education

Bachelor's degree or equivalent leadership experience

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 high-quality client experience and leading Tax Professionals and Client Service Professionals. You will manage staffing, facilities, compliance, and daily operations to ensure readiness and strong business results.

The role emphasizes hands-on leadership, coaching, and cross-office collaboration to optimize client outcomes and revenue growth across locations.